AccountId: 011433970860
ContactId: abf9d3ea-cf9e-43e5-bf1c-b5031171834a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97849 ms
Total Talk Time (AGENT): 35928 ms
Total Talk Time (CUSTOMER): 42140 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/abf9d3ea-cf9e-43e5-bf1c-b5031171834a_20250320T19:29_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling for Kids Medical Services INC, and please be informed this call is being monitored and recorded for quality and training purposes. And I have a question on a participant just now I called on, I called you for the claim status.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] You said you're calling for the claim status?
[CUSTOMER][NEUTRAL] I have a question on this screen.
[CUSTOMER][NEUTRAL] Yes, it's for the claim status.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, well, we don't have to verify because we just spoke, um, but since it is a new call, all the information provided is a verification.
[CUSTOMER][NEUTRAL] Yes. Yes.
[CUSTOMER][NEUTRAL] would be the same here and for the same patient as well, but I missed to get the check number for that only I called.
[AGENT][NEUTRAL] So we don't have to verify since it's a new call, I do have to give the disclaimer. All the information provided is a verification of benefits, not a guarantee of payment. And may I have the the claim number that you'd like me to um look for you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, the claim number we have 3541252.
[AGENT][NEUTRAL] The check number is 201.
[AGENT][NEUTRAL] 8508.
[CUSTOMER][POSITIVE] Perfect, thank you very much for this. And then everything is perfect. So the card reference number also that would be the same as your name and 3 it right uh.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Thank you and have a wonderful day. Thank you very much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.