AccountId: 011433970860
ContactId: 7356141e-ba4b-4f5d-b67f-e632735222d7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144669 ms
Total Talk Time (AGENT): 73491 ms
Total Talk Time (CUSTOMER): 44409 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/7356141e-ba4b-4f5d-b67f-e632735222d7_20250220T15:22_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII]. I need to check status on a claim, please.
[AGENT][POSITIVE] Oh yeah, it would be my pleasure to assist you with claim status. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and the policy number for the patient, please?
[CUSTOMER][NEUTRAL] Um, the policy number is 02513206.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the date of service for [PII]?
[CUSTOMER][NEUTRAL] Data service is [PII].
[AGENT][NEUTRAL] Thank you and what is that build amount and facility name?
[CUSTOMER][NEUTRAL] Baptist Outpatient Services, $146.
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] Alright, I can help you with the claim status. I am showing that we received this claim on [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And processed on [PII] with the payment of $55 to Baptist Outpatient Services and I can provide that claim.
[CUSTOMER][NEUTRAL] May I have
[CUSTOMER][POSITIVE] Oh, yes, please. Thank you.
[AGENT][NEUTRAL] You're welcome. The claim number is 356.
[AGENT][NEUTRAL] 4248.
[CUSTOMER][NEUTRAL] And do you happen to have a check number, [PII]?
[AGENT][NEUTRAL] Yes ma'am, the check number is 202.
[AGENT][NEUTRAL] 8046. Again, that's 2028046.
[CUSTOMER][POSITIVE] Awesome. Thank you so much and you have a wonderful rest of the day.
[AGENT][POSITIVE] It's been my pleasure to assist you with that claim status, [PII]. Anything else I can help you with before you go?
[CUSTOMER][POSITIVE] No, that would be it. Thank you.
[AGENT][POSITIVE] Thank you for calling ATL. You have a wonderful day as well, [PII]. Thank you.
[CUSTOMER][POSITIVE] You're welcome bye bye.
[AGENT][NEUTRAL] Bye-bye.