AccountId: 011433970860
ContactId: 453f1591-e2a3-41b9-8d19-4c7476ea00e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162699 ms
Total Talk Time (AGENT): 51984 ms
Total Talk Time (CUSTOMER): 55577 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/453f1591-e2a3-41b9-8d19-4c7476ea00e4_20250424T19:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, sir. My name is [PII] calling from Adin Hospitals regarding the cream. Um can you please help me that?
[AGENT][POSITIVE] I'm happy to check on a claim for you today, [PII]. What's the patient's policy number?
[CUSTOMER][NEUTRAL] Patient's policy number is
[CUSTOMER][NEUTRAL] 2304274
[AGENT][NEUTRAL] OK, let me take a look here. One moment.
[AGENT][NEUTRAL] [PII], do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, the patient's name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And then what's the date of service?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] And then do we have a build amount?
[CUSTOMER][NEUTRAL] Yes, it's $4,494.66.
[AGENT][NEUTRAL] I'm not showing any claims on file date of service [PII].
[CUSTOMER][NEUTRAL] OK, got that. And uh may I know whether the member is active for data service or not?
[AGENT][NEUTRAL] Uh yes, member is active on date of service. Effective date is [PII] still active.
[CUSTOMER][NEUTRAL] And may I know whether is this insurance acting as primary or secondary?
[AGENT][NEUTRAL] We're the secondary insurance.
[CUSTOMER][POSITIVE] OK. Thank you very much for that. May I have the call reference number for this call?
[AGENT][NEUTRAL] Call reference is my name with my last initial than today's date. My name again is [PII], which is [PII] Last initial [PII] and today's date.
[CUSTOMER][NEUTRAL] OK, got that.
[CUSTOMER][POSITIVE] Thank you for assisting and have a great rest of day. Bye-bye.
[AGENT][NEUTRAL] You too. Bye-bye.