AccountId: 011433970860
ContactId: 5b71fcbc-9ebc-4c03-9796-86813c2fc921
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208899 ms
Total Talk Time (AGENT): 55456 ms
Total Talk Time (CUSTOMER): 62920 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/5b71fcbc-9ebc-4c03-9796-86813c2fc921_20250428T17:13_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I'm [PII]. I'm calling from [PII] Moor to check the claim status. Could you please confirm that?
[AGENT][NEUTRAL] Yes, I can help you with claim status, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, my callback number is.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And last four digits is [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have a policy number for the patient?
[CUSTOMER][NEUTRAL] Yes, the policy number is
[CUSTOMER][NEUTRAL] The policy number is 016115.
[CUSTOMER][NEUTRAL] 65 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, the patient's name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And what was that date of service and bill charges?
[CUSTOMER][NEUTRAL] The data service is [PII] and the builder's name has $90 and Iran.
[AGENT][NEUTRAL] OK, could you repeat that date of service?
[CUSTOMER][NEUTRAL] Sprite. Oh.
[CUSTOMER][NEUTRAL] The date of service is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't show a claim on file.
[CUSTOMER][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] OK. What does the members pay for doing the deamination dude?
[AGENT][NEUTRAL] Uh, the effective date is
[AGENT][NEUTRAL] [PII]. Policy is currently active with no termination date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Or does the time is that number?
[AGENT][NEGATIVE] There's no timely filing limit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Or as a mailing address to some other client.
[AGENT][NEUTRAL] Mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] What does it pay dirty?
[AGENT][NEUTRAL] Your ID is 60801.
[CUSTOMER][NEUTRAL] 23801. OK. What else uh call reference number?
[AGENT][NEUTRAL] The reference number is my name, which is [PII], first initial to my last name, [PII], and today's date. And anything else I can help with?
[CUSTOMER][POSITIVE] Uh, thank you.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] OK. Bye.