AccountId: 011433970860
ContactId: a65a807f-6b13-4b09-95a2-4e76798fe355
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 229860 ms
Total Talk Time (AGENT): 52748 ms
Total Talk Time (CUSTOMER): 74310 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/a65a807f-6b13-4b09-95a2-4e76798fe355_20250507T19:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hi, this is [PII] calling from provider's office that to check on a claim.
[AGENT][POSITIVE] Alright, [PII], I'm happy to check on a claim for you today. Can I get the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah, it is 001997050.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh yeah, it is uh [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. Patient is active. Effective date is [PII].
[CUSTOMER][NEUTRAL] OK, what is the term date?
[AGENT][NEUTRAL] No term date.
[CUSTOMER][NEUTRAL] With no term date, OK?
[AGENT][NEUTRAL] Is there anything else that you needed?
[CUSTOMER][NEUTRAL] I want to know the claim status.
[AGENT][NEUTRAL] What was the date of service?
[CUSTOMER][NEUTRAL] Data services [PII] with the total charge amount of $256 even.
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] There are no claims on file for [PII].
[CUSTOMER][NEUTRAL] There's no claim on file. Can you please help me with the mailing address?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII] City, [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] [PII] and what is the payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, just give me a second. You told that the patient is acting for data service, right?
[AGENT][NEUTRAL] That is correct. Effective date [PII].
[CUSTOMER][POSITIVE] Yeah. What do you, yeah, I got it.
[CUSTOMER][NEUTRAL] Uh, what is the time finding limit?
[AGENT][NEUTRAL] None.
[CUSTOMER][NEUTRAL] No time defining limit?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Uh, what is the call reference number?
[AGENT][NEUTRAL] My name, with today's date?
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Yeah, more the next one same patient but different date of service.
[AGENT][NEUTRAL] What's the next date of service?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Uh, yeah, just give me a second. I'll help you with that. Just for a second.
[CUSTOMER][NEUTRAL] Yeah, the next data service I have here is [PII].
[CUSTOMER][NEUTRAL] With the total charge amount of $355 even.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No I.