AccountId: 011433970860
ContactId: b6ab0805-edaa-4a07-9e54-3962a50da0a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102360 ms
Total Talk Time (AGENT): 39319 ms
Total Talk Time (CUSTOMER): 32840 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/b6ab0805-edaa-4a07-9e54-3962a50da0a7_20250102T18:00_UTC.wav
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[AGENT][NEUTRAL] This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, um, my name is [PII]. I'm calling to check on a claim.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Thank you and what's the policy number?
[CUSTOMER][NEUTRAL] Policy number is going to be 0250.
[CUSTOMER][NEUTRAL] 2858.
[AGENT][NEUTRAL] I'm having a difficult time hearing you. I can barely hear you. Could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] Thank you, and you're calling to verify benefits and eligibility?
[CUSTOMER][NEUTRAL] Uh, about a claim.
[AGENT][NEUTRAL] And what is the date of service that you're inquiring about?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, it looks like there was a payment of $110.40 made on this claim. Check number is 2018452. That's 2018452.
[CUSTOMER][NEUTRAL] OK and do you know when that was sent out?
[AGENT][NEUTRAL] [PII] was when it was processed.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][POSITIVE] All right perfect thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] That is all.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Yeah, you too thanks bye.