AccountId: 011433970860
ContactId: b57a0a06-341c-4253-8159-734c585e82bb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115260 ms
Total Talk Time (AGENT): 36121 ms
Total Talk Time (CUSTOMER): 36331 ms
Interruptions: 0
Overall Sentiment: AGENT=3.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/b57a0a06-341c-4253-8159-734c585e82bb_20250116T21:10_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office to check on the claim status.
[AGENT][POSITIVE] OK, Miss [PII], I'd love to help you with claim status today and can I have a good callback number, please?
[CUSTOMER][NEUTRAL] Yeah, sure. It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Wonderful. And your member's policy number?
[CUSTOMER][NEUTRAL] Uh, just give me a moment.
[CUSTOMER][NEUTRAL] Uh, the member ID is going to be 01802609.
[AGENT][POSITIVE] Perfect. Give me one moment to get that pulled up for you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Wonderful. And would you be able to verify for me, pretty please, your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Sure, it's [PII]. Date of birth [PII].
[AGENT][POSITIVE] Perfect, I do see him right here and let's see.
[AGENT][NEUTRAL] Can I have the date of service you're wanting to look at for this claim?
[CUSTOMER][NEUTRAL] Sure. It's [PII] with bill amount of $60 even.
[AGENT][POSITIVE] Perfect. Give me a moment to look at that for you.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And what was that built on again my friend? I'm sorry.
[CUSTOMER][NEUTRAL] It's $62.
[AGENT][NEUTRAL] 62, OK.
[CUSTOMER][NEUTRAL] be