AccountId: 011433970860
ContactId: a5e30b51-185d-4056-99fa-65fe662c8469
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154149 ms
Total Talk Time (AGENT): 65946 ms
Total Talk Time (CUSTOMER): 42593 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/a5e30b51-185d-4056-99fa-65fe662c8469_20250430T13:24_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII] with the provider's office. I was calling to see if status check status on a claim.
[AGENT][POSITIVE] OK, and I'm so sorry, may I have your name again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much and your callback number please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. What is the policy number?
[CUSTOMER][NEUTRAL] 01987506
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you very much and your call for claim status. Give me one second, I can assist you.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So what is that date of service and total charge amount please?
[CUSTOMER][NEUTRAL] [PII] total charges is $44.
[AGENT][NEUTRAL] 11:30 OK.
[AGENT][NEUTRAL] To me.
[AGENT][NEUTRAL] And this particular policy that was provided it termed as of [PII]. Bear with me. Let me check to see if there's an active policy or within that date range for Miss [PII]. One moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is this a medical claim, [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I do not show that claim on file for her.
[AGENT][NEUTRAL] And there is no other claim on policy on file for her as well.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] And you said that the policy term [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so it still wouldn't even matter, right?
[AGENT][NEUTRAL] Well, we don't have a claim on file and there's not an active policy for her. I'm not sure if the member has another insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No worries.
[CUSTOMER][POSITIVE] Thank you so much. Can I get a reference number?
[AGENT][NEUTRAL] You're welcome. We do not use reference numbers, so you can use, excuse me, my name, [PII] last initial [PII], and today's date.
[CUSTOMER][POSITIVE] OK. Thank you so much. Have a great day.
[AGENT][POSITIVE] You too [PII], thank you for calling Ha. Take care bye.
[CUSTOMER][NEUTRAL] Bye-bye.