AccountId: 011433970860
ContactId: b0928b17-41c8-4e8f-966e-b5f07dbb8c14
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170160 ms
Total Talk Time (AGENT): 53271 ms
Total Talk Time (CUSTOMER): 45715 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/b0928b17-41c8-4e8f-966e-b5f07dbb8c14_20250204T16:48_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. This is [PII]. I need to check status on a claim, please.
[AGENT][NEUTRAL] OK, [PII], do you have a phone number I can get in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Do you have the policy number?
[CUSTOMER][NEUTRAL] Um, I do. 02515731.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] What was the patient's name?
[CUSTOMER][NEUTRAL] Um, this is [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And were you needing benefits or claim status?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Claim status, please.
[AGENT][NEUTRAL] OK, I can look that up for you. What date of service?
[CUSTOMER][NEUTRAL] Data service [PII] and the amount of $4,993.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK. What was one of the procedure codes on that bill?
[AGENT][NEUTRAL] Or was it a facility bill or?
[CUSTOMER][NEUTRAL] Um, let me check.
[CUSTOMER][NEUTRAL] Um, 73,720.
[AGENT][NEUTRAL] OK, it looks like we paid $160 on that.
[CUSTOMER][NEUTRAL] OK. When was this pain?
[AGENT][NEUTRAL] Hold on just a moment, I'll check for you.
[CUSTOMER][NEUTRAL] And if you have a claim number also please.
[AGENT][NEUTRAL] The claim number is 3,555,650.
[AGENT][NEUTRAL] It was paid on 124 25.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Is there anything else you're needing?
[CUSTOMER][POSITIVE] Um, no, that would be it. Thank you so much and you have a great day.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You as well.
[CUSTOMER][NEUTRAL] You too bye bye