AccountId: 011433970860
ContactId: a00d7fa3-de67-45c9-97d2-2b1588b03910
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191419 ms
Total Talk Time (AGENT): 54277 ms
Total Talk Time (CUSTOMER): 85631 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/a00d7fa3-de67-45c9-97d2-2b1588b03910_20250203T15:06_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning, this is [PII] um I need to check status on a claim, please.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you in that policy?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the patient's policy number 016.
[CUSTOMER][NEUTRAL] 59528 ML 7
[AGENT][NEUTRAL] Could you repeat the policy number?
[CUSTOMER][NEUTRAL] I'm sorry, what is your name again?
[CUSTOMER][NEUTRAL] 01659528 ML 7.
[AGENT][NEUTRAL] Thank you. My name is [PII], and what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you, and you're calling to check the status of a claim for what date of service and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Oh boy. Excuse me.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII] in the amount of $530.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] I'm not showing a claim on file for April for [PII].
[CUSTOMER][NEUTRAL] Uh, let me see how they sent it out if you bear with me please.
[CUSTOMER][NEUTRAL] Um, let me check.
[CUSTOMER][NEUTRAL] OK, um, let me check. I'm sorry if you bear with me one second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I'm trying to see, um, it looks like let me check here the system's horrible.
[CUSTOMER][NEUTRAL] OK. Um, it looks like it was sent.
[CUSTOMER][NEUTRAL] We have an electronic payer. Oh, it was some paper on [PII]. Um, do you accept claims via, um, electronic?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, what is the payer ID for APL?
[AGENT][NEUTRAL] 60801.
[AGENT][NEUTRAL] 60801.
[CUSTOMER][POSITIVE] OK. Thank you so much. Is there a reference number for our call?
[AGENT][NEUTRAL] We don't provide those, [PII]. However, you can use my name and today's date as a reference. It's [PII].
[CUSTOMER][POSITIVE] OK, thank you so much and you have a great day.
[AGENT][POSITIVE] You have one, you have a great one as well. Thank you. Thanks for calling APL. Goodbye.
[CUSTOMER][POSITIVE] Thank you. Thank you. You too. Bye-bye.