AccountId: 011433970860
ContactId: 46a76e74-92af-49b4-aa0a-7de5e3d2a4fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152309 ms
Total Talk Time (AGENT): 47646 ms
Total Talk Time (CUSTOMER): 63954 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/46a76e74-92af-49b4-aa0a-7de5e3d2a4fc_20250227T20:57_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Prusma Health University Medical Group calling to check claim status on a patient.
[AGENT][NEUTRAL] I can help you with. What's the policy number?
[CUSTOMER][NEUTRAL] It's 02351181.
[AGENT][NEUTRAL] OK, and a good phone number in case we are disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Repeat your phone number for me please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is that the number you gave me before?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], sorry, [PII].
[AGENT][NEUTRAL] Alright, thanks for that information [PII]. What's the date of service of the claim?
[AGENT][NEUTRAL] And the total charge.
[CUSTOMER][NEUTRAL] [PII] for 226. Just calling to see if you have it. OK.
[AGENT][NEUTRAL] All right, one moment, please. Sure.
[AGENT][NEUTRAL] OK, I don't show that claim receipt [PII] for 226.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] Yeah, I don't show that claim on file.
[CUSTOMER][NEUTRAL] OK, so let me verify where it's gonna go here because I've got it at [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, and how far backlogged are you?
[AGENT][NEUTRAL] We're not backlogged.
[CUSTOMER][NEUTRAL] OK, so you don't have it.
[AGENT][NEGATIVE] The claim has not been received.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and a call reference number?
[AGENT][NEUTRAL] Will be my name and today's date, [PII], first initial last name is [PII]. Did you have any other questions?
[CUSTOMER][POSITIVE] No, that's all I have. Thank you.
[AGENT][POSITIVE] All right, you're welcome thanks for calling APL have a great day. You too.
[CUSTOMER][POSITIVE] Have a good day.
[CUSTOMER][NEUTRAL] Bye bye.