AccountId: 011433970860
ContactId: b5560a29-643e-4cd1-b1ce-b46fbbca725b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 239050 ms
Total Talk Time (AGENT): 75003 ms
Total Talk Time (CUSTOMER): 42722 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/b5560a29-643e-4cd1-b1ce-b46fbbca725b_20250319T16:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hello, ma'am. My name is [PII]. I'm calling from provider's office to check on a claim status.
[AGENT][NEUTRAL] Um, yes, I can assist you with claim status. First, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Uh, I'm sorry, what?
[AGENT][NEUTRAL] I need the policy number.
[CUSTOMER][NEUTRAL] Yes, it's uh 01761903.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][NEUTRAL] Thank you. Now I need the date of service and bill charges on the claim.
[CUSTOMER][NEUTRAL] [PII] total charge $819 even.
[AGENT][NEUTRAL] And what are the bill charges, please?
[CUSTOMER][NEUTRAL] $819.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, we received that claim on, we received the claim on [PII].
[AGENT][NEUTRAL] And it also processed on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The claim number is 3577061.
[AGENT][NEUTRAL] And it paid out for $60 even.
[AGENT][NEUTRAL] And it was a single check.
[AGENT][NEUTRAL] And the check number is 2033612.
[CUSTOMER][NEUTRAL] Uh and uh what will be the issue date for that check?
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. I'm showing that the check was issued on [PII].
[CUSTOMER][POSITIVE] OK, well done, ma'am. Thank you so much just the call reference.
[AGENT][NEUTRAL] The call reference number is my name and today's date. My name is [PII]. Um it's spelled [PII] My last initial is [PII] and today's date. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, ma'am, that's all. Thank you so much. You have a great day.
[AGENT][NEUTRAL] You do the same [PII]. Thank you for calling IPL bye.
[CUSTOMER][NEUTRAL] Bye.