AccountId: 011433970860
ContactId: 8a24ea51-25c9-458a-b482-759c6baeec07
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 244699 ms
Total Talk Time (AGENT): 56849 ms
Total Talk Time (CUSTOMER): 65592 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/8a24ea51-25c9-458a-b482-759c6baeec07_20250619T15:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from the office to check on a claim status.
[AGENT][NEUTRAL] Hi [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, and the policy number for the patient?
[CUSTOMER][NEUTRAL] The policy number is 1100874.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And the policy number was 1100874.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm not pulling up that patient name with that policy number. What was the last name of the patient?
[CUSTOMER][NEUTRAL] It is spelled as
[CUSTOMER][NEUTRAL] Give me a second. It's spelled as [PII].
[AGENT][NEUTRAL] And what was the first name?
[CUSTOMER][NEUTRAL] The first name is spelled as [PII].
[AGENT][NEUTRAL] OK. And what is the patient's date of birth again?
[CUSTOMER][NEUTRAL] Patient date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And the date of service and bill charges?
[CUSTOMER][NEUTRAL] D of services [PII] with the total bill amount of $429 even.
[AGENT][NEUTRAL] Um, I don't show the claims on file, but this terminated 31-2023. There's no active policy on file.
[CUSTOMER][NEUTRAL] What was the data service. It is [PII], right?
[AGENT][NEUTRAL] You said it was [PII], correct?
[CUSTOMER][NEUTRAL] OK. The patient was not active for the data service, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. May I know the effective date?
[AGENT][NEUTRAL] Effective date [PII] term date 3-1-2023.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Could you spell out your name for accommodation purpose?
[AGENT][NEUTRAL] Yes, it's [PII]. It's [PII].
[CUSTOMER][NEUTRAL] OK, can I get the reference number for today's call?
[AGENT][NEUTRAL] That's my name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK, thanks, [PII]. Thanks for your assistance. Have a great day. Take care. Bye-bye.
[AGENT][POSITIVE] Thank you for calling APL. You too. Bye bye.