AccountId: 011433970860
ContactId: 7fb450e5-e861-4ef5-8bb1-f4c16290ab5f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137380 ms
Total Talk Time (AGENT): 41538 ms
Total Talk Time (CUSTOMER): 38359 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/7fb450e5-e861-4ef5-8bb1-f4c16290ab5f_20250404T13:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], my name is [PII]. I'm calling for the provider Emory clinic. I'd like to get status of medical claim, please.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII] no extension.
[AGENT][NEUTRAL] OK, thank you. And the policy number of the patient?
[CUSTOMER][NEUTRAL] 2579023.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][NEUTRAL] Yeah what was that date of service?
[CUSTOMER][NEUTRAL] The date of service was for [PII] for $338.35.
[AGENT][NEUTRAL] Uh, looks like it was received 318 process 319, and let's see.
[AGENT][NEUTRAL] Um, offices that are not covered under the policy and then the services performed are not covered in the doctor's office or clinic.
[CUSTOMER][NEUTRAL] He says it's not covered under the patient's policy.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And the claim number on this one please.
[AGENT][NEUTRAL] Uh, the claim number is 357-762-4.
[CUSTOMER][NEUTRAL] Is there a reference number for this call?
[AGENT][NEUTRAL] Uh, reference number is just my name, [PII], first initial, last name, [PII], and today's date.
[CUSTOMER][POSITIVE] All right I appreciate it thank you.
[AGENT][POSITIVE] OK, thanks for thanks for calling APL have a good weekend.
[CUSTOMER][POSITIVE] You too thanks bye.
[AGENT][NEUTRAL] Bye.