AccountId: 011433970860
ContactId: 69344311-deda-4ad3-a5d1-b46f5e0fda50
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146419 ms
Total Talk Time (AGENT): 54158 ms
Total Talk Time (CUSTOMER): 43294 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/69344311-deda-4ad3-a5d1-b46f5e0fda50_20250114T17:15_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, hi, my name is [PII] calling from product office regarding claim status.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a call back number for you and that policy number?
[CUSTOMER][NEUTRAL] [PII] direct line.
[CUSTOMER][NEUTRAL] Policy number 021-87563.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you're calling to check the status of a claim for what date of service?
[CUSTOMER][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] B amount $185.
[AGENT][NEUTRAL] This policy was terminated [PII].
[AGENT][NEUTRAL] The policy was terminated [PII]. What is your procedure code? Is it multiple procedure codes?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] One moment, let me double check.
[CUSTOMER][NEUTRAL] data services [PII].
[CUSTOMER][NEUTRAL] Uh, procedure code 8721099214.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] 81003.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] This claim was received [PII]. It was processed [PII]. There was no payment made on this claim because the policy was terminated. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] The claim number, please?
[AGENT][NEUTRAL] Claim number is.
[AGENT][NEUTRAL] 351-9960. That's 351-9960.
[CUSTOMER][NEUTRAL] Thank you. Is there a reference number for the call?
[AGENT][NEUTRAL] We don't provide those unfortunately, but you can use my name and today's date as a reference. It's [PII], today's date date.
[CUSTOMER][POSITIVE] Thank you. Bye bye.
[AGENT][POSITIVE] Thanks for calling APL. Have a good day. Goodbye.