AccountId: 011433970860
ContactId: a20fc641-280d-4837-9591-e5144d4ce8bf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 273359 ms
Total Talk Time (AGENT): 66762 ms
Total Talk Time (CUSTOMER): 96500 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/a20fc641-280d-4837-9591-e5144d4ce8bf_20250328T15:34_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hi, this is [PII], and I'm calling from provider office, and I want to know about claim information.
[CUSTOMER][NEUTRAL] Could you please help me also for that?
[AGENT][NEUTRAL] OK,
[AGENT][NEUTRAL] Yes, I, and I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, it is [PII]. And it is a direct line.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] What's the policy number of the patient?
[CUSTOMER][NEUTRAL] It is 02408940 M as in Mary, L as in Lima, number 8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] The name is [PII], and the date of birth is
[CUSTOMER][NEUTRAL] Mm, it is [PII].
[AGENT][NEUTRAL] And what's that data service?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] You say [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] S.
[AGENT][NEUTRAL] I'm not pulling anything up for that date of service.
[CUSTOMER][NEUTRAL] Uh, it means the claim is not on file?
[AGENT][POSITIVE] Yes, correct.
[CUSTOMER][NEUTRAL] Uh, so do you have member eligibility? What is the effective term date, something else?
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] Uh, effective date was [PII] and the term date is [PII].
[CUSTOMER][NEUTRAL] Mhm. OK.
[CUSTOMER][POSITIVE] Uh, thank you so much for this information. So may I have the call reference number?
[AGENT][NEUTRAL] Uh, call reference number is my first name. It's [PII] Last initial is [PII].
[AGENT][NEUTRAL] In today's date and is there anything else I can help with today?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Uh, yes, definitely. Thank you for this information. Actually, I have one more claim. So could you please help me also for that claim?
[AGENT][NEUTRAL] Is it for the same same patient?
[CUSTOMER][NEUTRAL] Uh, no, the different patient.
[AGENT][NEUTRAL] OK, let me uh make a note real quick.
[AGENT][NEUTRAL] OK, what's that policy number?
[CUSTOMER][NEUTRAL] It is 02450103 M as in Mary, L as in Lima, number 8.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] The name of the patient is [PII] and the date of birth is
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And what was that date of service?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] I don't show a claim on file.
[CUSTOMER][NEUTRAL] Uh, here is an also same, right?
[AGENT][NEUTRAL] Yeah, no claim on file and then do you need the effective date?
[CUSTOMER][NEUTRAL] Mhm. Right.
[AGENT][NEUTRAL] An effective date is [PII], and it's current, it's active.
[CUSTOMER][NEUTRAL] [PII] contactive.
[CUSTOMER][POSITIVE] OK. OK, [PII], thank you so much for this information and have a great day.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good weekend.
[CUSTOMER][NEUTRAL] Mhm. You too.
[AGENT][NEUTRAL] Bye