AccountId: 011433970860
ContactId: 57c811dd-a69e-4767-a058-d0aeed2c4ff9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193740 ms
Total Talk Time (AGENT): 56619 ms
Total Talk Time (CUSTOMER): 75744 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/57c811dd-a69e-4767-a058-d0aeed2c4ff9_20250115T19:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII], and I'm calling you from the provider's office. I want to know the status of the claim.
[AGENT][NEUTRAL] OK, can you spell your first name for me?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] OK, and how do you pronounce your name again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Can I just call you Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] And you said you're checking for claim status?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, I can help you. What's the policy number and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK. So the callback number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The policy number of the patients is 02166706.
[AGENT][NEUTRAL] OK. And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. And his date of birth.
[CUSTOMER][NEUTRAL] And the DUV is [PII].
[AGENT][NEUTRAL] OK, thanks for that information, Mr. [PII]. And what is the date of service of the claim and then we can help you with that status.
[CUSTOMER][NEUTRAL] Uh, the date of service is [PII].
[CUSTOMER][NEUTRAL] And the total charges are $180 even.
[AGENT][NEUTRAL] OK, I do not show that date of service on file for [PII].
[AGENT][NEUTRAL] Um, I'm showing that the policy term [PII].
[CUSTOMER][NEUTRAL] On [PII], uh, so do you have any kind of active insurance information for this patient?
[AGENT][NEUTRAL] No policy is termed, no active policy.
[CUSTOMER][POSITIVE] OK, good, good. Oh, it.
[CUSTOMER][NEUTRAL] Policy got termed on uh [PII] right.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, OK. Got it. Can you please spell out your name for me?
[AGENT][NEUTRAL] You'll use my name in today's date as reference for today's call, [PII]
[AGENT][NEUTRAL] First initial last name is [PII]. And any other calls Mr. [PII] I can assist with today?
[CUSTOMER][POSITIVE] [PII], right, [PII]? OK. Um, OK. That's it from my side. Have a great day.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] All right. You're welcome. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Bye bye.