AccountId: 011433970860
ContactId: a41907fd-1f67-4290-a008-26a37a5ec68a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126879 ms
Total Talk Time (AGENT): 39325 ms
Total Talk Time (CUSTOMER): 76870 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/a41907fd-1f67-4290-a008-26a37a5ec68a_20250623T15:42_UTC.wav
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[CUSTOMER][NEUTRAL] No idea
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling for claims.
[AGENT][NEUTRAL] OK, I can help you with claim status. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] My name is [PII] callback number is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Sure, it is 02141142, M as in Mary, L as in Larry, and the number 8.
[AGENT][POSITIVE] And patiently.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Her first name is [PII]. Date of birth [PII].
[CUSTOMER][NEUTRAL] Let me
[AGENT][NEUTRAL] OK. And did you say claim status?
[CUSTOMER][NEUTRAL] Mate, uh, claim status. Yes, date of service is for 2-12-2025 dollar amount is $1,062.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, it doesn't for me. This is very clear.
[AGENT][NEUTRAL] Uh, it looks like we received the claim for.
[CUSTOMER][NEUTRAL] 212, yeah, I'm sorry.
[AGENT][NEUTRAL] The procedure in 415-2025 process 4-172025.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, so I've been boosted I think.
[AGENT][NEUTRAL] Uh, this service is not covered when performed in doctor's office or clinic.
[CUSTOMER][NEUTRAL] OK, not covered. And can I get the uh claim number please?
[AGENT][NEUTRAL] My number 359-025-4.
[CUSTOMER][NEUTRAL] 359
[CUSTOMER][NEUTRAL] S as in Sam.
[AGENT][NEUTRAL] Uh, 0, it's 359-0254.
[CUSTOMER][NEUTRAL] 54, uh huh.
[AGENT][NEUTRAL] That's all on the claim.
[CUSTOMER][NEUTRAL] That's it.
[CUSTOMER][POSITIVE] OK, perfect, [PII], thank you so much have a good day.
[AGENT][POSITIVE] Thank you for calling APL you as well. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.