AccountId: 011433970860
ContactId: a7aceef0-f18b-48f1-9d2f-d56163fcffff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127419 ms
Total Talk Time (AGENT): 28741 ms
Total Talk Time (CUSTOMER): 31706 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/a7aceef0-f18b-48f1-9d2f-d56163fcffff_20250522T17:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm [PII] calling from the provider's office to check on my claim status.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And the policy number for that patient?
[CUSTOMER][NEUTRAL] 02464113
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] And the date of service and bill charges?
[CUSTOMER][NEUTRAL] D of service is [PII]. The amount is $35 even.
[AGENT][NEUTRAL] OK, it looks like uh we received it on 55-2025, process 57-2025.
[AGENT][NEUTRAL] And claim was denied because policy is not active.
[CUSTOMER][NEUTRAL] Pools is not active for data service, correct.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, it's denied on 57-2025.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Can I get the reference number?
[AGENT][NEUTRAL] That's my name, [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you, [PII]. Thanks for your assistance. So definitely nice talking to you. Have a great day. Bye-bye.
[AGENT][POSITIVE] Thank you for calling APL you as well. Bye bye.