AccountId: 011433970860
ContactId: 54ccef1d-3831-4bb2-ae8b-eea2fb493c3a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157899 ms
Total Talk Time (AGENT): 31988 ms
Total Talk Time (CUSTOMER): 60816 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/54ccef1d-3831-4bb2-ae8b-eea2fb493c3a_20250604T19:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], this is [PII]. Last namescha and [PII]. I'm calling from our office to verify the claim status.
[AGENT][NEUTRAL] All right, [PII], happy to check on a claim. What is the patient policy number?
[CUSTOMER][NEUTRAL] Uh, yeah, the policy number is going to be um.
[CUSTOMER][NEUTRAL] Um, just a moment, let me pull up for you, bear with me.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, the policy number is start with 02503317.
[CUSTOMER][NEUTRAL] M as in Mary, L as in Lima, number 8.
[AGENT][NEUTRAL] Thank you. And do you have a good callback number for documentation?
[CUSTOMER][NEUTRAL] Uh, uh, you said my number?
[AGENT][NEUTRAL] Do you have a good call back number for documentation please?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is going to be it's uh first name is.
[CUSTOMER][NEUTRAL] It's [PII], and the last name is
[CUSTOMER][NEUTRAL] It's [PII]. It's [PII] Date of birth is [PII].
[AGENT][NEUTRAL] Data service.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] In the build amount.
[CUSTOMER][NEUTRAL] Uh, the bill amount is going to be um 418 after 825.
[AGENT][NEUTRAL] Do you have the billed amount, the dollar amount?
[CUSTOMER][NEUTRAL] I'm sorry, I'm sorry, uh.
[CUSTOMER][NEUTRAL] It's $1,155 even.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] No claims on file. Data service, [PII].
[CUSTOMER][NEUTRAL] A member is eligible with you guys?
[AGENT][POSITIVE] Yes, effective date