AccountId: 011433970860
ContactId: 69c5143e-79cd-4d2c-b74f-a6282c07e31f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 269019 ms
Total Talk Time (AGENT): 47701 ms
Total Talk Time (CUSTOMER): 60573 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/69c5143e-79cd-4d2c-b74f-a6282c07e31f_20250505T14:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from office.
[AGENT][NEUTRAL] OK. How can I help you?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] How can I help you today?
[CUSTOMER][NEUTRAL] So we need to check the claim status. We have received any correspondence regarding the claim, so I need some clarification on that.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Policy number of the patient?
[CUSTOMER][NEUTRAL] Yeah, sure. One moment. The policy number is D as in Delta 43301848.
[AGENT][NEUTRAL] Uh, do you have the last name of the patient?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that was, um, I'm sorry, could you repeat that again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Do you have a claim number?
[CUSTOMER][NEUTRAL] No, I don't have a claim number.
[AGENT][NEUTRAL] OK. What was the first name of the patient?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] What was the date of service and bill charges?
[CUSTOMER][NEUTRAL] The date of services.
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] [PII] and the charge amount is $126.
[AGENT][NEUTRAL] And you have the patient's date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and it was [PII].
[AGENT][NEUTRAL] Uh, [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I'm not pulling that person up in our system.
[CUSTOMER][NEUTRAL] OK. One moment.
[CUSTOMER][NEUTRAL] So, can I check, do the member have any past coverage with you?
[AGENT][NEGATIVE] I don't show any coverage.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I have your name and call reference number?
[AGENT][NEUTRAL] My name is [PII] Call reference number will be my name, [PII] with today's date.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thanks for calling APL. Bye bye.