AccountId: 011433970860
ContactId: 5ec1a1d8-4f96-477b-8dfd-63cba49da062
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140419 ms
Total Talk Time (AGENT): 47838 ms
Total Talk Time (CUSTOMER): 47863 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/5ec1a1d8-4f96-477b-8dfd-63cba49da062_20250516T15:17_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider office.
[AGENT][POSITIVE] Good morning, [PII].
[CUSTOMER][NEUTRAL] I want to know the status.
[AGENT][POSITIVE] I'd be happy to assist with claim status if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 02572509
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information and what is the date of service for the claim?
[CUSTOMER][NEUTRAL] I see
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And let me see the total bill amount.
[CUSTOMER][NEUTRAL] Total bill amount is $120 even.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] I'm not showing we have that claim on file.
[CUSTOMER][NEUTRAL] Member is active.
[AGENT][NEUTRAL] I'm showing the policy effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Can you please provide me the mailing address?
[AGENT][NEUTRAL] Claims mailing address is [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII]?
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what is the payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Please provide me the call reference number.
[AGENT][NEUTRAL] Reference is just my name [PII], last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] OK, thank you. No.
[CUSTOMER][POSITIVE] Yes. Thank you so much. Bye-bye.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.