AccountId: 011433970860
ContactId: 7f2401ab-3542-4895-9110-57833e6a5bf8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143619 ms
Total Talk Time (AGENT): 45352 ms
Total Talk Time (CUSTOMER): 63947 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/7f2401ab-3542-4895-9110-57833e6a5bf8_20250204T13:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, hello. This is [PII] calling from provider's office. Actually, I need the claim status for one of my members. Could you please help me with that?
[AGENT][NEUTRAL] Can you, I can help you. Can you spell your first name?
[CUSTOMER][NEUTRAL] Yeah, it's [PII], and last name initial is [PII].
[AGENT][NEUTRAL] Thank you. What's the policy number?
[CUSTOMER][NEUTRAL] Uh, the policy number is 2173604.
[AGENT][NEUTRAL] A good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, the patient's name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for that information. [PII], you said you're checking claim status. I can help with that. What's the date of service in charge?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh, the date of service is [PII] and the total charge amount is $260.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I do not show that date of service on file for this patient.
[CUSTOMER][NEUTRAL] OK. Uh, there is no claim on file?
[AGENT][NEUTRAL] I do not show this claim on file for this patient.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] Mhm. OK, thank you. And uh if you don't mind, can you please spell out your name for me?
[AGENT][NEUTRAL] [PII], first initial last name is [PII], you can also check your status on our online service center at [PII]. Any other questions?
[CUSTOMER][POSITIVE] Mhm thanks.
[CUSTOMER][NEUTRAL] Uh, no, I'm done with the claims. Thank you. And can I have the call reference number?
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] My name and today's date and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] You too bye bye thank you.
[AGENT][NEUTRAL] Bye bye.