AccountId: 011433970860
ContactId: a716ddbb-53be-46cd-bd0f-1255b9bc564e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175029 ms
Total Talk Time (AGENT): 42509 ms
Total Talk Time (CUSTOMER): 41158 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/a716ddbb-53be-46cd-bd0f-1255b9bc564e_20250116T14:55_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider's office to check the claim status.
[AGENT][NEUTRAL] OK, [PII], you're needing claim status, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you with that, [PII]. And what is your callback number, please?
[CUSTOMER][NEUTRAL] Yeah, it was [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and how many claims, [PII], do you have to check status on today?
[CUSTOMER][NEUTRAL] Only one.
[AGENT][NEUTRAL] OK, I can help you with that. And what is the member's policy number, [PII]?
[CUSTOMER][NEUTRAL] 0247888777
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, and [PII], any information that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name please and their date of birth?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth of the member is [PII].
[AGENT][NEUTRAL] Thank you. And what is the date of service and total bill amount for him, please?
[CUSTOMER][NEUTRAL] Date of service is [PII] and the bill amount is $11,506.
[CUSTOMER][NEUTRAL] Event sense.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You know
[CUSTOMER][NEUTRAL] That's
[AGENT][NEUTRAL] OK, [PII], so this claim was received on [PII].