AccountId: 011433970860
ContactId: a8a58b1b-0316-4bd4-a366-ea8cc22407c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 253009 ms
Total Talk Time (AGENT): 95336 ms
Total Talk Time (CUSTOMER): 52192 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/a8a58b1b-0316-4bd4-a366-ea8cc22407c9_20241231T16:40_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling for a claim status please.
[AGENT][NEUTRAL] OK, did you say [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] 10
[AGENT][NEUTRAL] OK, and we're checking claim status, OK, and what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] 02449811
[AGENT][NEUTRAL] OK, I can barely hear you.
[CUSTOMER][NEUTRAL] 02
[AGENT][NEUTRAL] And what's
[AGENT][NEUTRAL] Mhm what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Can you hear me now?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, do you have me on speakerphone, [PII]?
[CUSTOMER][NEGATIVE] I do not no.
[AGENT][NEUTRAL] OK, I wonder what that is. Give me one second.
[AGENT][NEUTRAL] What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And if you can provide the date of service and the total bill amount?
[CUSTOMER][NEUTRAL] [PII] $480.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I show that a $60 benefit was processed on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Under claim number 350.
[AGENT][NEUTRAL] 1823.
[AGENT][NEUTRAL] [PII], are you there?
[CUSTOMER][NEUTRAL] Yes, was that?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, sorry, go ahead.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Did you get the claim number?
[CUSTOMER][NEUTRAL] I did.
[AGENT][NEUTRAL] OK. Did you have any other questions?
[CUSTOMER][NEUTRAL] Yes, was that mailed by a check?
[AGENT][NEUTRAL] It was an individual check.
[AGENT][NEUTRAL] I'm showing the check number is 2000.
[CUSTOMER][NEUTRAL] May I have that check
[AGENT][NEUTRAL] 510.
[AGENT][NEUTRAL] Uh, the date of the check is [PII].
[CUSTOMER][NEUTRAL] Was that check cash?
[AGENT][NEUTRAL] I'm checking that for you. Give me 1 2nd.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] I do show the check was cashed [PII]. It was mailed to you in MC Physicians Group at [PII].
[CUSTOMER][NEUTRAL] OK, thank you, um, one second please.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um, OK, I think that's all I need. May I have?
[CUSTOMER][NEUTRAL] Um, I didn't catch your name at the beginning. Can I have your name and a reference number, please?
[AGENT][NEUTRAL] You'll use my name and today's date as your reference [PII].
[AGENT][NEUTRAL] Oh, NYA first initial of my last name is [PII] and did you have any other questions?
[CUSTOMER][POSITIVE] That's it thank you very much.
[AGENT][POSITIVE] Uh, you're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too.