AccountId: 011433970860
ContactId: 48825507-ba40-444d-a94e-e1642f251293
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216360 ms
Total Talk Time (AGENT): 78510 ms
Total Talk Time (CUSTOMER): 63867 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/48825507-ba40-444d-a94e-e1642f251293_20250619T12:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII] calling to check the status of a claim, please.
[AGENT][NEUTRAL] Alright, [PII], happy to check on a claim. Do we have their policy number?
[CUSTOMER][NEUTRAL] Sure, policy number is 02584680.
[AGENT][POSITIVE] All right, thank you so much. Let me just pull this up here one moment.
[AGENT][NEUTRAL] And if I can get the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And then data service.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] In the build out.
[CUSTOMER][NEUTRAL] $558.02.
[AGENT][NEUTRAL] Not showing any claims on file for that data service, [PII].
[CUSTOMER][NEUTRAL] One moment, please. Let me check the billing address.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Mhm, yeah, that's right on this policy, yeah.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Um, what was the effective date?
[AGENT][NEUTRAL] Effective date on here is showing [PII].
[CUSTOMER][NEUTRAL] OK, maybe I need to resubmit it. I'm not.
[AGENT][POSITIVE] Impatient is.
[CUSTOMER][NEUTRAL] I'm sorry, go ahead.
[AGENT][NEUTRAL] Oh, no, that's OK. I was just saying they're still active too. Go ahead.
[CUSTOMER][NEUTRAL] Um, let's see here, [PII], can you check to see if you have, I have a second one, same patient data service 5-1625?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I will say this, [PII] now that I'm looking there are 2 claims here that are pending without a claim number so it's like we just received information they're in progress.
[AGENT][NEUTRAL] Um, cause yeah, I don't see any claims that have been processed, but there are two pending right now.
[CUSTOMER][NEUTRAL] And what was the date of services?
[AGENT][NEGATIVE] There's no information uploaded so there's no date of service or anything yet. It just shows that they've been reported and received. I don't have a date yet.
[CUSTOMER][NEUTRAL] Oh, do you have a date they were received?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, that's still early. That's why. Can I get an initial to your last name, [PII]?
[AGENT][POSITIVE] Yeah, absolutely. The initial is [PII].
[CUSTOMER][NEUTRAL] Do you give call reference numbers?
[AGENT][NEUTRAL] Yeah, you can use my name and then today's date for a call reference.
[CUSTOMER][POSITIVE] Thank you so much enjoy the rest of your day.
[AGENT][NEUTRAL] You too bye bye.