AccountId: 011433970860
ContactId: 9ac6cae1-1a5f-40ea-a551-be97ccfeaa9b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189500 ms
Total Talk Time (AGENT): 64208 ms
Total Talk Time (CUSTOMER): 54830 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/9ac6cae1-1a5f-40ea-a551-be97ccfeaa9b_20250624T21:14_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Good afternoon. My name is [PII]. My name is spelled as [PII], and initial to my last name is [PII]. I'm calling in from Doctor Peter Martin Noda provider's office regarding one of our members' claim status.
[AGENT][NEUTRAL] OK, I can verify claim status for you. And [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Sure. It's uh 01659812. M as in Mary, L as in Larry.
[AGENT][NEUTRAL] OK, thank you and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII], a direct line.
[AGENT][NEUTRAL] OK, thank you. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] [PII] $150.
[AGENT][NEUTRAL] You said 150 or 60?
[CUSTOMER][NEUTRAL] 160.
[AGENT][NEUTRAL] And the balance after primary?
[CUSTOMER][NEUTRAL] $10
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] One moment and the name of the provider's office?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I show the claim processed on, give me a moment. [PII], received on [PII] and the check was mailed for $10.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, may I have the check number?
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Check number 204.
[AGENT][NEUTRAL] 1432.
[CUSTOMER][NEUTRAL] And the issue date of the test.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] What is the claim number?
[AGENT][NEUTRAL] 359-4794.
[CUSTOMER][NEUTRAL] May I please have a call reference for our conversation.
[AGENT][NEUTRAL] Uh, you may use my name at today's date and it's spelled [PII], last initial [PII]
[CUSTOMER][POSITIVE] Thank you so much. Have a nice day.
[AGENT][POSITIVE] You too. Thank you for calling APL. Bye.