AccountId: 011433970860
ContactId: a2526fc0-d8df-4e24-aa0f-2169dd9a543e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186639 ms
Total Talk Time (AGENT): 39318 ms
Total Talk Time (CUSTOMER): 86079 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/a2526fc0-d8df-4e24-aa0f-2169dd9a543e_20250210T19:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling from a provider's office just trying to um see if a claim is on file for a patient.
[AGENT][POSITIVE] OK, [PII], I'm happy to check on a claim for you. Do we have their policy number?
[CUSTOMER][NEUTRAL] Yes, let's see. I have 02454242 M like Mary, L like Larry, and then the number 8.
[AGENT][POSITIVE] All right, thank you. Let me take a look here.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Alright, thank you for that and then what's the date of service?
[CUSTOMER][NEUTRAL] It was [PII]. The billed amount was $2,504.
[AGENT][NEUTRAL] Alright, yeah, so I'm not showing any claims on file for [PII] it looks like.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I might just verify the
[CUSTOMER][NEUTRAL] The mailing address then. I just wanted to make sure I had the right data service, yeah, um, I'm looking to see where they.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] Where the billing department mailed it, uh.
[CUSTOMER][POSITIVE] My goodness.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] No, it's [PII].
[CUSTOMER][NEGATIVE] I just no.
[CUSTOMER][NEUTRAL] [PII], uh, so they have the numbers transposed at the end. OK, so [PII]. OK. And it's [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], is that, OK, and it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Yes, ma'am.
[CUSTOMER][POSITIVE] OK. OK. Well, that explains it then. Great. All right, I'll fix that and I'll have them rebuild it. Thank you for confirming that for me. I appreciate it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye.
[AGENT][NEUTRAL] Um bye bye