AccountId: 011433970860
ContactId: 7804fe84-5bc8-4490-ad43-345e94104448
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124080 ms
Total Talk Time (AGENT): 47621 ms
Total Talk Time (CUSTOMER): 37704 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/7804fe84-5bc8-4490-ad43-345e94104448_20250328T12:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] This is [PII] calling from our provider's office checking the status of the claim.
[AGENT][NEUTRAL] I'm sure [PII] I can assist you with claim status. Um first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 025.
[CUSTOMER][NEUTRAL] 21
[CUSTOMER][NEUTRAL] 747
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you. Now, I need the date of service and bill charges for the claim.
[CUSTOMER][NEUTRAL] 2424277
[AGENT][NEUTRAL] OK, I'm not showing that claim on file for [PII]. Um, how was it submitted?
[CUSTOMER][NEUTRAL] Well, all electronic.
[CUSTOMER][NEUTRAL] OK, I'll mail it, uh.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK. Would you like to verify the mailing address?
[CUSTOMER][NEUTRAL] Let's see, I have a.
[CUSTOMER][NEUTRAL] Uh, box 248,950.
[CUSTOMER][NEUTRAL] [PII] City, [PII].
[AGENT][POSITIVE] Yes, ma'am. That's correct.
[CUSTOMER][NEUTRAL] OK, I have a call reference?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. My name is [PII]. It's spelled [PII] and my last initial is [PII] and today's date. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] Mhm. Thank you, [PII], for calling APL. You have a great day. Mm bye.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][NEUTRAL] OK.