AccountId: 011433970860
ContactId: 80f9b69d-6253-43b6-b38a-872210d955cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198119 ms
Total Talk Time (AGENT): 85898 ms
Total Talk Time (CUSTOMER): 40644 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/2025/03/06/80f9b69d-6253-43b6-b38a-872210d955cf_20250306T15:25_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[AGENT][POSITIVE] Good morning. Thank you for calling AP.
[CUSTOMER][NEUTRAL] Hi, good morning, my name is [PII].
[CUSTOMER][NEUTRAL] Uh, my name is [PII]. I'm calling to check on the status of a claim.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, sure, I can assist you with claims, Ms. [PII]. May I have the name of where you're calling from the facility and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Um, it's 023 09765.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It is for [PII].
[CUSTOMER][NEUTRAL] Last name is [PII], [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Um, it's for [PII] for $300 even.
[AGENT][NEUTRAL] OK, let me see if I can find this claim and you said it's for [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], I just need to let you know that for future you can check claim status online through our website at [PII] and that's just optional. Um, and let me get the information on this one.
[AGENT][NEUTRAL] OK, so it looks like we received the claim on [PII]. We processed [PII], and we need the primary explanation of benefits to continue the processing of this claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And do you have a claim number?
[AGENT][NEUTRAL] Yes, the claim number is 3559521.
[CUSTOMER][MIXED] OK, so it's missing the primer OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] And I'm sorry, I didn't get your name.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] OK, and you got a reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][POSITIVE] OK, no problem, thank you so much for your help.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good day, Mr. [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.