AccountId: 011433970860
ContactId: 82c75fe4-18be-448b-b6ef-9c6db2d107d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162100 ms
Total Talk Time (AGENT): 46440 ms
Total Talk Time (CUSTOMER): 62673 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/82c75fe4-18be-448b-b6ef-9c6db2d107d8_20250508T21:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How can I help you?
[CUSTOMER][POSITIVE] Thanks for calling
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office to check on our claim status. Could you spell out your name and documentation purpose?
[AGENT][NEUTRAL] It's [PII], it's [PII]
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] Thank you, [PII]. I need a claim status.
[AGENT][NEUTRAL] OK, I can help you with claim status, [PII]. Uh, what provider are you calling with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Grady Memorial Hospital.
[AGENT][NEUTRAL] OK. And do you have a
[CUSTOMER][NEUTRAL] The other name was.
[AGENT][NEUTRAL] You have a good callback number?
[CUSTOMER][NEUTRAL] Just one moment, I can [PII].
[AGENT][NEUTRAL] And the policy number for the member?
[CUSTOMER][NEUTRAL] The patient's ID is uh 01.
[CUSTOMER][NEUTRAL] 650821
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], for your name, [PII]. Date of birth is on [PII].
[AGENT][NEUTRAL] And date of service and bill charges?
[CUSTOMER][NEUTRAL] [PII], and on the same day, [PII], bill charge $244 even $244.
[AGENT][NEUTRAL] Uh, we received the claim on 18-2025.
[AGENT][NEUTRAL] Process 110 2025.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Office visits are not covered under this policy.
[CUSTOMER][NEUTRAL] Oh, office visits is not covered the policy, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. May I know the policy details? What is the policy name?
[AGENT][NEUTRAL] A link
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII]. OK, ma'am. Me policy is not covered office receipt. Could you please spell the claim number?
[AGENT][NEUTRAL] Claim number is 355-0599.
[CUSTOMER][NEUTRAL] Could you please provide the reference number?
[AGENT][NEUTRAL] My name is [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you, thank you. Have a great day. Bye.
[AGENT][POSITIVE] Thank you for calling APLU as well. Bye bye.