AccountId: 011433970860
ContactId: 9b9376e1-bd3f-4344-b5c2-254314537447
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179759 ms
Total Talk Time (AGENT): 71455 ms
Total Talk Time (CUSTOMER): 58420 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/9b9376e1-bd3f-4344-b5c2-254314537447_20250314T22:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Oh hi, um, good afternoon. By the way, my name is [PII] from provider's office. How are you doing today?
[AGENT][POSITIVE] I'm good thank you how are you?
[CUSTOMER][POSITIVE] I'm doing fine, thank you so much for asking um by the way, I'm checking for claim status please.
[AGENT][POSITIVE] All right, [PII], I'm happy to check on a claim for you today. What's the patient's policy number?
[CUSTOMER][POSITIVE] Oh thank you.
[CUSTOMER][NEUTRAL] Policy number is Holden.
[CUSTOMER][NEUTRAL] policy number is 02539241.
[AGENT][NEUTRAL] And if I could have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you and then what's the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the build amount.
[CUSTOMER][NEUTRAL] It's 401.72.
[AGENT][NEUTRAL] So it looks like we did receive a claim for the state of service. claim was received on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] There was a benefit payment sent to the provider in the amount of $327.84 in a single check.
[CUSTOMER][NEUTRAL] When did you guys.
[AGENT][NEUTRAL] This was issued on [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Can we have the check number?
[AGENT][NEUTRAL] Check number is 203.
[AGENT][NEUTRAL] 1837.
[CUSTOMER][NEUTRAL] Can I have the claim number?
[AGENT][NEUTRAL] Claim number is 357.
[AGENT][NEUTRAL] 377 8.
[CUSTOMER][NEUTRAL] And your name please?
[AGENT][NEUTRAL] My name is [PII], that is spelled [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And can you have the reference number of the calls, [PII]?
[AGENT][NEUTRAL] Absolutely. Call reference is my name with my last initial than today's date. The last initial to my name is [PII]. Today's date is [PII].
[CUSTOMER][POSITIVE] I got it perfectly, [PII]. By the way, thank you so much and have a great day to you.
[AGENT][POSITIVE] You as well be blessed bye bye.
[CUSTOMER][NEUTRAL] Bye bye.