AccountId: 011433970860
ContactId: 9b03337c-6c4a-4958-8e23-4351c1ba5598
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 554390 ms
Total Talk Time (AGENT): 92954 ms
Total Talk Time (CUSTOMER): 104739 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/9b03337c-6c4a-4958-8e23-4351c1ba5598_20250220T19:34_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling from the office, checking on uh some claim status.
[AGENT][NEUTRAL] OK, I can verify claim status for you. And [PII], what is that policy number?
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] What is the policy number?
[CUSTOMER][NEUTRAL] It is D as in Delta 476-83411.
[AGENT][NEUTRAL] Uh it's not one of our policy numbers. Do you have the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes, I have a patient's name and date of birth. Patient name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Uh, spell the 1st, 1st name for me. You said the first name is [PII]. What's the last name?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] It is odd way.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] I do not show that patient in the system. Uh, do you have a copy of the card in front of you?
[CUSTOMER][NEUTRAL] Yes, I, I have it is the number. Can you provide me that?
[AGENT][NEUTRAL] Do you see a policy slash cert number or policy er number?
[CUSTOMER][NEUTRAL] No, no, I don't have it. I have a patient SSN number. Can you?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] I'm sorry, say that again.
[CUSTOMER][NEUTRAL] I have a patient SSN number.
[AGENT][NEUTRAL] No, I can't use that. Um and you said last name [PII] and the first name is [PII]?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII], OK, one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] That of service is 711 of $24 and total charge amount is $267 even.
[AGENT][NEUTRAL] OK, thank you. And [PII], do you have a callback number in case the call drops?
[CUSTOMER][POSITIVE] Yes, I have it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um good moment. The callback number will be
[CUSTOMER][NEUTRAL] [PII], and it is a direct line?
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Mm sure.
[AGENT][NEUTRAL] OK, and you're calling from?
[CUSTOMER][NEUTRAL] Broder office.
[AGENT][NEUTRAL] What is the name of the provider's office?
[CUSTOMER][NEUTRAL] OK, just a second. Uh the office name is AFC physician of Tennessee.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, one moment.
[CUSTOMER][NEUTRAL] Do you want a tax ID?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It, it will be [PII].
[AGENT][NEUTRAL] OK, moment.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] And the name of the provider's office again?
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] It is AFC physician of Tennessee PC.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Mhm. I'm here. I'm looking for the claim. Give me one moment.
[CUSTOMER][NEUTRAL] Hello uh yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm, give me one moment.
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] What are they
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Are you there?
[AGENT][NEUTRAL] Yeah, I'm here.
[CUSTOMER][NEUTRAL] Can you provide me the code?
[CUSTOMER][POSITIVE] OK, no problem with that a little bit fast.
[AGENT][NEUTRAL] I'm sorry, you're asking what?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Can you provide me the status?
[AGENT][NEUTRAL] I am looking for the status. Can you hold a minute, please?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.