AccountId: 011433970860
ContactId: 67b85a0b-afed-4a20-8e69-f8a35ba8ca68
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182720 ms
Total Talk Time (AGENT): 61187 ms
Total Talk Time (CUSTOMER): 78081 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/67b85a0b-afed-4a20-8e69-f8a35ba8ca68_20250225T18:38_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider office, and I just want the claim status.
[AGENT][NEUTRAL] Sure, I can assist you with that. Could you provide me with the spelling of your name?
[CUSTOMER][NEUTRAL] Yes, it is [PII], and the initial last name is [PII].
[AGENT][POSITIVE] Thank you. And what is your callback number and the policy number and I'll be able to assist you.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] It is 020183448.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Can you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII] and the date of birth is [PII].
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] And what is the data service that you're inquiring claim status for?
[CUSTOMER][NEUTRAL] It is 08122024 and the total bill amount is $269.92.
[AGENT][NEUTRAL] Could you provide me with procedure codes?
[CUSTOMER][NEUTRAL] Uh, allow me a moment.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] It is 99395 and the other one is 96127.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Welcome.
[AGENT][NEUTRAL] [PII], you're calling to check the status of a claim. This claim was received [PII]. It was processed [PII]. There was no payment made on this claim because the policy was terminated for the date of service and the policy terminated [PII].
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, [PII], right?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] Could you please uh provide me the claim number?
[AGENT][NEUTRAL] Yes, give me one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] 3505251
[CUSTOMER][NEUTRAL] Uh, could you please repeat again, 3505?
[AGENT][NEUTRAL] 251
[CUSTOMER][NEUTRAL] OK. Uh, could you please spell your name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] A [PII]
[CUSTOMER][NEUTRAL] And uh what's the call reference number?
[AGENT][NEUTRAL] We don't provide those animals, but you can use my name in today's date as a reference. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] OK. Oh, OK.
[CUSTOMER][POSITIVE] Yes, OK, thank you so much. I don't have any other questions.
[AGENT][POSITIVE] Thanks for calling APL. You have a great day.
[CUSTOMER][POSITIVE] Thank you so much.