AccountId: 011433970860
ContactId: b86dfc4f-7a3f-4f33-98da-a2887c24beef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169289 ms
Total Talk Time (AGENT): 62617 ms
Total Talk Time (CUSTOMER): 51258 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/b86dfc4f-7a3f-4f33-98da-a2887c24beef_20250218T17:58_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] calling from office and checking on claim status.
[AGENT][NEUTRAL] I can verify claim status for you and your name is?
[CUSTOMER][NEUTRAL] With them
[AGENT][NEUTRAL] OK, and [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] 02449598
[AGENT][NEUTRAL] OK, thank you. One moment. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] [PII]. It's a direct line.
[AGENT][NEUTRAL] OK. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] And the first name is [PII] and the last name is [PII]. Date of birth is on [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] of service on [PII] with the bill amount of.
[CUSTOMER][NEUTRAL] $844 even.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] You said date of service [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, do not show we received that claim and the patient was not active at the time of service. The policy wasn't effective until [PII].
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] But if it
[CUSTOMER][NEUTRAL] So there is no claim on file for this bit of service.
[AGENT][NEGATIVE] We have not received the claim, correct, and the patient was not active at the time of service.
[CUSTOMER][NEUTRAL] just again.
[CUSTOMER][NEUTRAL] And can get the patient's policy effective information in.
[AGENT][NEUTRAL] Effective date [PII], policy term, [PII].
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] [PII]. OK, got done.
[AGENT][NEUTRAL] OK. And is there anything else I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Um, no just for you and can I get the conference number.
[AGENT][NEUTRAL] Uh, we don't give reference numbers. If you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] And you said your name was?
[AGENT][NEUTRAL] It's [PII], last initial [PII].
[CUSTOMER][POSITIVE] OK, thank you, [PII] for assisting me today.
[AGENT][POSITIVE] Alright, you're welcome. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you. Bye.
[AGENT][NEUTRAL] Bye.