AccountId: 011433970860
ContactId: 8daab3cb-60b1-4da3-968e-7a6894617394
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151360 ms
Total Talk Time (AGENT): 72875 ms
Total Talk Time (CUSTOMER): 59448 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/8daab3cb-60b1-4da3-968e-7a6894617394_20250218T16:56_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APO. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I am with Cleveland Clinic Union Physician Services, and I'm calling to check the status of the claim, please.
[AGENT][NEUTRAL] OK, sure. I can assist you with claim status, Mrs. [PII] And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and may I have
[CUSTOMER][NEUTRAL] So how do you spell your name? I'm sorry.
[AGENT][NEUTRAL] Sure, no problem. And that's [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, that's how I spelled it, but I wasn't sure, so thank you so much. Mine is [PII]
[AGENT][NEUTRAL] OK, let me see.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. And may I have uh the policy number of the patient, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, I have 02263616.
[AGENT][NEUTRAL] OK. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Chase Buyers [PII].
[AGENT][NEUTRAL] OK, thank you. And what is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] [PII] for $155.
[AGENT][NEUTRAL] OK, let me see if I can find this claim for you.
[AGENT][NEUTRAL] And that was [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] We don't have that claim on file.
[CUSTOMER][NEUTRAL] Is your address [PII]?
[AGENT][NEUTRAL] Let me check on this and make sure that's the correct one.
[AGENT][NEUTRAL] [PII]. That is the address. Mhm.
[CUSTOMER][NEUTRAL] OK. And is there an electronic payer ID for that group for, for that insurance?
[AGENT][NEUTRAL] Yes, yes, and the electronic payer ID is 64556.
[CUSTOMER][NEUTRAL] 645-556. OK, and so do you have a call reference number for me?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] We don't. You can use my name in today's date if you will if you see, is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, not today, but thank you so much. It was a pleasure talking to you. You have a wonderful week.
[AGENT][POSITIVE] Same here. Thank you for calling APO. You as well. Have a good week. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm bye bye.