AccountId: 011433970860
ContactId: 768a34e1-3e70-49f5-b1e3-c7e5de0e895d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153460 ms
Total Talk Time (AGENT): 35269 ms
Total Talk Time (CUSTOMER): 41678 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/2025/06/12/768a34e1-3e70-49f5-b1e3-c7e5de0e895d_20250612T18:31_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from the provider's office. I'm looking for a claim status.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And the policy number for that patient?
[CUSTOMER][NEUTRAL] Policy number is just 2.
[CUSTOMER][NEUTRAL] 02558755
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII] and the date of birth.
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] And date of service and bill charges?
[CUSTOMER][NEUTRAL] [PII] and the bill amount $101.
[AGENT][NEUTRAL] OK, looks like we received the claim on
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] 5:30, 25.
[AGENT][NEUTRAL] Pro 6325.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Services were rendered after date of termination.
[CUSTOMER][NEUTRAL] What is the termination date?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Is there any other active plan for this patient?
[AGENT][NEUTRAL] Uh, no, I don't show any other active policy.
[CUSTOMER][NEUTRAL] OK. Please provide me the reference number for the call.
[AGENT][NEUTRAL] That's my name, [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you so much, [PII]. That's all from my side. Have a nice day.
[AGENT][POSITIVE] Thank you for calling APL. You as well. Bye-bye.