AccountId: 011433970860
ContactId: a6291a85-44ec-469f-9672-5ba45452df44
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147179 ms
Total Talk Time (AGENT): 76279 ms
Total Talk Time (CUSTOMER): 36014 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/a6291a85-44ec-469f-9672-5ba45452df44_20250128T19:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling to check the claim status of a patient of ours. It looks like you guys are their secondary insurance.
[AGENT][NEUTRAL] I'm sure, [PII] I can assist you with claim status. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Um, it is 02444783.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth, [PII].
[AGENT][NEUTRAL] And the date of service and bill charges on the claim?
[CUSTOMER][NEUTRAL] [PII] $293.
[AGENT][NEUTRAL] OK. Yes, ma'am. We received that claim on, we received it on [PII]. Um it processed on [PII].
[AGENT][NEUTRAL] It paid out for $9.92.
[AGENT][NEUTRAL] I have the check number here.
[AGENT][NEUTRAL] Um, the check number is.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 202-2180
[AGENT][NEUTRAL] And the claim number is 35496559.
[AGENT][NEGATIVE] And I'm showing that only line 2 paid because um line 1 is for a visit and under this policy, office visits is not covered.
[CUSTOMER][NEUTRAL] OK, and can I get a reference number?
[AGENT][NEUTRAL] Yes, the reference number, you can use my name and today's date. Um my name is [PII]. It's spelled [PII] My last initial is [PII] and today's date. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, that'll be it. Thank you, [PII].
[AGENT][POSITIVE] You're welcome, [PII]. Thank you for calling APL. You have a great rest of your day. Bye.
[CUSTOMER][POSITIVE] You too thanks bye bye.
[AGENT][POSITIVE] Thank you.