AccountId: 011433970860
ContactId: 696ebb8b-5050-42ec-820d-9f6800ae4715
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194100 ms
Total Talk Time (AGENT): 42253 ms
Total Talk Time (CUSTOMER): 50232 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/696ebb8b-5050-42ec-820d-9f6800ae4715_20250625T15:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm [PII] calling from provider's office to check on our claim status.
[AGENT][NEUTRAL] OK. I, I can barely hear you. Is there any way you can turn the volume up or?
[CUSTOMER][NEUTRAL] Can you hear me now?
[AGENT][NEGATIVE] And now it's very, very low.
[CUSTOMER][NEUTRAL] Can you hear me now?
[CUSTOMER][NEUTRAL] It.
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] It's, it's still really low. I'll try to help. Um, what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what was the policy number?
[CUSTOMER][NEUTRAL] 02254744
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] The patient name is
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the date of service and bill charges?
[CUSTOMER][NEUTRAL] of services. [PII].
[CUSTOMER][NEUTRAL] For the bill amount $5,401.23.
[AGENT][NEUTRAL] OK, the claim was received on 3-19-25. Proceed 324-25.
[AGENT][NEUTRAL] And this policy terminated [PII].
[CUSTOMER][NEUTRAL] Terminate on [PII], right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So there is no active policy for the rate of service.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Thank you for the information.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] May I know your name, please?
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] May I know your name, please?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, thank you. May I have the call reference number?
[AGENT][NEUTRAL] It's my name and today's date.
[CUSTOMER][POSITIVE] Thank you, [PII]. Have a great day.
[AGENT][POSITIVE] Thank you
[AGENT][POSITIVE] OK, thanks for calling APL. You too. Bye-bye.