AccountId: 011433970860
ContactId: 80cf9904-da4e-4bd7-b3f2-8e8851497b1c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156559 ms
Total Talk Time (AGENT): 49376 ms
Total Talk Time (CUSTOMER): 71117 ms
Interruptions: 5
Overall Sentiment: AGENT=1.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/80cf9904-da4e-4bd7-b3f2-8e8851497b1c_20250207T16:36_UTC.wav
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[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] This is [PII]. I'm calling from the provider's office, checking on the plane.
[AGENT][POSITIVE] All right. I'm happy to check on a claim for you. What's the patient's policy number?
[CUSTOMER][NEUTRAL] 02466349
[AGENT][POSITIVE] Alright, thank you. One moment.
[CUSTOMER][NEUTRAL] Thinking about schedule a consult with student.
[AGENT][NEUTRAL] And if I could get patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you date of service.
[CUSTOMER][NEUTRAL] [PII] $1,908.
[AGENT][NEUTRAL] I'm sorry, what was the amount again? 1000?
[CUSTOMER][NEUTRAL] $908.
[AGENT][POSITIVE] Thank you so much. Let me take a look here one moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] [PII]'s not gonna make you smile today.
[CUSTOMER][NEUTRAL] 21.
[AGENT][NEUTRAL] Thank you for your patience on that. So it looks like we did receive a claim on [PII]. Uh, looks like the claim was denied. The patient was not active at the time of service.
[CUSTOMER][NEUTRAL] 9.
[CUSTOMER][POSITIVE] Beautifully designed home home building homes.
[CUSTOMER][NEUTRAL] Claims.
[AGENT][NEUTRAL] Is 347-1147.
[CUSTOMER][POSITIVE] All right, thank you, [PII]. Have a good day.
[AGENT][NEUTRAL] Uh, the policy terminated [PII].
[AGENT][NEUTRAL] I'm sorry, what was that again?
[AGENT][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] You too. Bye-bye.