AccountId: 011433970860
ContactId: 65f0ee31-3f02-4aa8-aee3-6bf33c09c560
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147580 ms
Total Talk Time (AGENT): 42550 ms
Total Talk Time (CUSTOMER): 51979 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/65f0ee31-3f02-4aa8-aee3-6bf33c09c560_20250409T17:39_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling to check on the status of the claim.
[AGENT][POSITIVE] I'd be happy to assist with claim status today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is 02477069.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's for um [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And the date of service for the claim?
[CUSTOMER][NEUTRAL] Data service is [PII].
[AGENT][NEUTRAL] And your tax ID.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. So I'm showing a payment was made in the amount of $261.87.
[AGENT][NEUTRAL] On [PII].
[AGENT][NEUTRAL] No, I'm sorry.
[CUSTOMER][NEUTRAL] OK, I'll march you.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] [PII]. I'm sorry, [PII].
[CUSTOMER][NEUTRAL] Uh, [PII] 261 87.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, um, and I have another claim for the member because I do have a patient on one, a claim, a payment on another claim for 26187. I just wanna make sure it's not the same payment.
[AGENT][NEUTRAL] What's the date of service?
[CUSTOMER][NEUTRAL] Day of service is [PII].
[AGENT][NEUTRAL] I'm showing 261.87 was paid on [PII].
[CUSTOMER][NEUTRAL] OK, and the first one was paid when again? I'm sorry.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII]. OK. OK, thank you so much for your help.
[AGENT][NEUTRAL] Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] That would be it.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Mhm OK.
[CUSTOMER][NEUTRAL] Bye bye.