AccountId: 011433970860
ContactId: 73e1ec74-6b1f-4483-8e1c-c2e366834241
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150619 ms
Total Talk Time (AGENT): 39407 ms
Total Talk Time (CUSTOMER): 68670 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/73e1ec74-6b1f-4483-8e1c-c2e366834241_20250121T16:45_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi, [PII], good morning. My name is [PII]. I'm a medical provider. I need to check on a claim.
[AGENT][POSITIVE] I'd be happy to assist with claim status today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Policy number is 021754774.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient's name, it's [PII].
[CUSTOMER][NEUTRAL] Uh, [PII], I don't know how to say the name. [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, patient's date of birth is [PII].
[AGENT][POSITIVE] Thank you for that information.
[AGENT][NEUTRAL] Please, please be advised the verification of coverage is not a guarantee of payment and what is that data service for the claim?
[CUSTOMER][NEUTRAL] Data service is [PII] and the belt amount is $18,503.46.
[AGENT][NEUTRAL] OK, I'm not sure we have that on file.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, well thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] OK, uh, but the claim was received or it's not on file?
[AGENT][NEUTRAL] No, we don't have it on file at all.
[CUSTOMER][NEUTRAL] OK, the claim was sent on [PII]. That's too soon?
[AGENT][NEUTRAL] Um, we should have gotten it by now. Um, can you verify the mailing address or fax number or payer ID you used?
[CUSTOMER][NEUTRAL] Uh, hold on a minute. It was sent electronically, but I don't have the electronic. I don't do the billing. What's the payer ID in case it doesn't get received for the next time that I call?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][POSITIVE] 60801. OK, [PII], that's all I needed. Thank you very much. Have a wonderful day, OK?
[AGENT][POSITIVE] OK, thank you for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.