AccountId: 011433970860
ContactId: 4d4bbc44-bb88-4851-baf7-2261c04937a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242289 ms
Total Talk Time (AGENT): 77939 ms
Total Talk Time (CUSTOMER): 94168 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/4d4bbc44-bb88-4851-baf7-2261c04937a9_20250624T14:54_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, hi, this is [PII] calling from provider's office.
[AGENT][NEUTRAL] What was your name?
[CUSTOMER][NEUTRAL] Uh, yeah, it's [PII]. It's [PII].
[AGENT][NEUTRAL] Right. You said [PII].
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][POSITIVE] Uh, correct.
[AGENT][NEUTRAL] And what's the callback number for you?
[CUSTOMER][NEUTRAL] Yeah. The contact number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can I have the policy number of the member that you're calling to verify eligibility or benefits for today?
[CUSTOMER][NEUTRAL] Uh, sure.
[CUSTOMER][NEUTRAL] The main Valley is 024622.
[CUSTOMER][NEUTRAL] 44
[CUSTOMER][NEUTRAL] M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] Thank you, [PII]. Could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] The patient name is [PII] and the last name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] And you're calling to verify benefits and eligibility or to check the status of a claim?
[CUSTOMER][NEUTRAL] Uh, status of the claim. Actually, I have previously called, but I forgot to take the claim number.
[CUSTOMER][NEUTRAL] So that's why I call again.
[AGENT][NEUTRAL] What's the date of service?
[CUSTOMER][NEUTRAL] Yeah, date of service is [PII].
[AGENT][NEUTRAL] And what is your bill amount?
[CUSTOMER][NEUTRAL] Yeah, bill amount is $379.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Welcome.
[AGENT][NEUTRAL] The claim was received [PII]. It was processed [PII], and you want the claim number?
[CUSTOMER][NEUTRAL] Yeah. Just a moment. Yes.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, I'm here. You said I asked that you want the claim number you said yes, just a moment, so I was waiting on you to get back, not sure what it was that you were doing that you requested the moment for.
[CUSTOMER][NEUTRAL] Uh, no, no, you can continue. You can read the claim number?
[AGENT][NEUTRAL] Claim number is 3564059.
[CUSTOMER][NEUTRAL] 4059. And for confirmation, you will do that for primary, am I right?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK. And the claim number is, sorry, my mistake, and the fax number is [PII], right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And can you repeat your name, please?
[AGENT][NEUTRAL] My name is [PII] and today's date is the reference.
[CUSTOMER][NEUTRAL] Uh sorry, [PII], is that right?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, [PII]. OK, got it. Thank you so much, [PII], for your assistance.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Yeah. And
[CUSTOMER][POSITIVE] Uh, no, that's it. Thank you so much, [PII]. And uh, can you help me the call first number?
[AGENT][NEUTRAL] We don't provide reference numbers you can use my name in today's date as a reference.
[CUSTOMER][POSITIVE] OK, no worries. OK, got it. That's it. Thank you so much. I like for assistance. Have a, have a great day.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day. Goodbye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.