AccountId: 011433970860
ContactId: b3664c26-7cd0-4843-b8b1-17978d2f12e5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132520 ms
Total Talk Time (AGENT): 41801 ms
Total Talk Time (CUSTOMER): 38170 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/b3664c26-7cd0-4843-b8b1-17978d2f12e5_20250623T19:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling for claim status.
[AGENT][NEUTRAL] OK, I can help you with claim status. Do you have a good callback number and could I get your name, please?
[CUSTOMER][NEUTRAL] My name is [PII] and my direct line is [PII].
[AGENT][NEUTRAL] And you're with the provider's office, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Um, I have 02594125.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] And what was the date of service and bill charges?
[CUSTOMER][NEUTRAL] Uh, let's see here data services.
[CUSTOMER][NEUTRAL] 2525.
[CUSTOMER][NEUTRAL] With a bill amount of.
[CUSTOMER][NEUTRAL] $630.
[CUSTOMER][NEUTRAL] No wait, $600.30. I'm sorry.
[AGENT][NEUTRAL] Oh, it looks like we received the claim on 225-25, process 227-25.
[AGENT][NEUTRAL] And we paid 150.
[CUSTOMER][NEUTRAL] There was no denial on that claim?
[AGENT][NEUTRAL] Uh, no, it's just, that was just the max payout for that benefit.
[AGENT][NEUTRAL] Do you need the payment?
[CUSTOMER][POSITIVE] OK perfect um
[CUSTOMER][NEUTRAL] Um, do you have a claim number?
[AGENT][NEUTRAL] Uh, claim number 356-9246.
[CUSTOMER][NEUTRAL] No, that's all I need just your name and a call reference number please.
[AGENT][NEUTRAL] Uh, my name is [PII], first initial [PII] last name [PII], and today's date would be the reference for my name.
[CUSTOMER][POSITIVE] All right perfect thank you [PII] I appreciate your time.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.