AccountId: 011433970860
ContactId: 62e7a33a-3a4d-4e34-b10e-ffcf0f8d49be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196600 ms
Total Talk Time (AGENT): 57624 ms
Total Talk Time (CUSTOMER): 59156 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/62e7a33a-3a4d-4e34-b10e-ffcf0f8d49be_20250422T17:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the provider's office regarding claim status.
[AGENT][NEUTRAL] OK. Did you say your name was [PII]?
[CUSTOMER][NEUTRAL] No, my name is [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Alright, [PII], do you have a policy number?
[CUSTOMER][NEUTRAL] Yeah, I do have the policy number. It's uh 01846428.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then what's a good callback number?
[CUSTOMER][NEUTRAL] Yeah, that's uh [PII]. It's a direct line.
[AGENT][NEUTRAL] OK, thank you. And then patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, that's, uh, the first name will be [PII] and the last name is [PII], and the date of birth is gonna be [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then do you have a data service and a charge amount?
[CUSTOMER][NEUTRAL] Yeah, I do have the date of service. That's uh [PII] with the charge amount of uh $410.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, there is no claim on file for that data service.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah, can you please provide me the payer ID and the effective date?
[AGENT][NEUTRAL] Yes, the payer ID is 60801.
[AGENT][NEUTRAL] Did you need our fax number?
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] It is 877-365.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yeah, thank you so much. Uh, can you please provide the call reference with your name?
[AGENT][NEUTRAL] Yes, my name is [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the call reference number would be my first name, last initial [PII], and today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yeah, thank you so much. Thank you for assisting me. Happy speaking with you. Have a great day. Bye-bye.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Sure, alright, have a good day. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.