AccountId: 011433970860
ContactId: a546df0d-fe72-43d4-ba3c-5d811575f792
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184779 ms
Total Talk Time (AGENT): 60725 ms
Total Talk Time (CUSTOMER): 58489 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/a546df0d-fe72-43d4-ba3c-5d811575f792_20250210T14:57_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hey [PII], this is [PII] calling from provider's office just checking up on claim status.
[AGENT][POSITIVE] Just see, I can help you with that. May I get a good callback number, please?
[CUSTOMER][NEUTRAL] Well,
[AGENT][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Can I get a good callback number?
[CUSTOMER][NEUTRAL] And the callback number is
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number?
[CUSTOMER][NEUTRAL] 016530.
[CUSTOMER][NEUTRAL] 85 M as in Mama, L as in Lima, number 8.
[AGENT][NEUTRAL] Thank you. And what is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It's a 3, Susan and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you and what is that data service? I can help you with that claim status.
[CUSTOMER][NEUTRAL] [PII] with the bill amount of $358 even.
[AGENT][NEUTRAL] Alright, bear with me just one moment because this policy termed on 12-1-2019.
[AGENT][NEUTRAL] And I don't have that claim on file for 116-24.
[AGENT][NEGATIVE] I was checking to see if they had any other coverage, but they do not.
[AGENT][NEUTRAL] We do not have the claim on file and this policy termed on [PII].
[CUSTOMER][NEUTRAL] OK. The plan was termed on [PII] and there is no active coverage.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, got it. So, could you please go ahead and
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Just give me a second, let me check from my end.
[CUSTOMER][NEUTRAL] Just give me a moment, OK?
[AGENT][POSITIVE] OK, no problem.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Um, I got it. So could you please go ahead and provide me the uh call reference? I'm done with this.
[AGENT][NEUTRAL] Sure. Call reference number is my name and today's date. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Um, no, [PII]. Thank you so much for assisting. Have a good day and be safe. Bye for now.
[AGENT][POSITIVE] And thank you for calling APLSC Hope you have a wonderful day as well. Take care. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm. Bye-bye.