AccountId: 011433970860
ContactId: 8a4fe3f6-28fa-4f84-a83d-d725c76c0461
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209899 ms
Total Talk Time (AGENT): 61560 ms
Total Talk Time (CUSTOMER): 45930 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/8a4fe3f6-28fa-4f84-a83d-d725c76c0461_20250616T19:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Centennial Centennial Surgery Center, and I just wanted to check on the status of a claim.
[AGENT][NEUTRAL] You said you're calling from Centennial?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And um what's a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] And what is the policy number for the claim?
[CUSTOMER][NEUTRAL] 248-2009
[AGENT][NEUTRAL] Alright, give me just a moment and then I can help you with claim status.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII] and that's [PII].
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] And do you have the claim number or the date of service?
[CUSTOMER][NEUTRAL] The date of service is 220-2025.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, give me just a moment.
[AGENT][NEUTRAL] I'm not seeing a claim for that date of service, but there is one pending, so let me check.
[AGENT][NEUTRAL] Alright, it looks like that claim is still processing.
[AGENT][NEUTRAL] We received it on, oh, go ahead.
[CUSTOMER][NEUTRAL] Um, is there a.
[CUSTOMER][NEUTRAL] No, I'm sorry, I just, um.
[CUSTOMER][NEUTRAL] Excuse me, is there a claim number for that one?
[AGENT][NEUTRAL] Uh, not yet, not until it's done processing.
[CUSTOMER][NEUTRAL] Got it. OK, and you say you received it when?
[AGENT][NEUTRAL] We received it on [PII].
[AGENT][NEUTRAL] And we ask for at least 7 to 10 business days for us to process a claim.
[CUSTOMER][NEUTRAL] Alright, can I have a reference number for this call?
[AGENT][NEUTRAL] So we don't have call reference numbers but you can use my name and last initial in today's date. So [PII] in today's date.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, ma'am, that was all.
[AGENT][POSITIVE] Great, well thank you so much for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] I do understand.
[AGENT][NEUTRAL] Bye.