AccountId: 011433970860
ContactId: 728c24bc-b8be-4ba5-898c-616b77403574
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128360 ms
Total Talk Time (AGENT): 33253 ms
Total Talk Time (CUSTOMER): 46932 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/728c24bc-b8be-4ba5-898c-616b77403574_20250428T19:34_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] calling from provider's office working on claims.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's 162-823-0.
[AGENT][NEUTRAL] And do you have a callback number?
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] The date of service and bill charges?
[CUSTOMER][NEUTRAL] [PII]. The amount is $979 even.
[AGENT][NEUTRAL] OK, it looks like the policy number you gave me is terminated. Let me see if there's a current one.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, I don't show a current policy on file. This policy terminated 10-1-2023.
[CUSTOMER][NEUTRAL] 101, 2023. All right. So, is there any claim on file or any rejections?
[AGENT][NEUTRAL] Uh, no, I don't show any, um, but the policy wasn't in effect on the data service, so.
[CUSTOMER][POSITIVE] All right. Perfect. Thank you so much for that information. Can I get the reference number for our call?
[AGENT][NEUTRAL] A reference number is my name too.
[CUSTOMER][NEUTRAL] And [PII], what's your last name [PII]?
[AGENT][NEUTRAL] D as in Delta.
[AGENT][NEUTRAL] It's my name and today's date.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] All right, [PII]. Thank you so much. Have a great day ahead. Bye for now.
[AGENT][POSITIVE] Thanks for calling APLU as well. Bye bye.