AccountId: 011433970860
ContactId: bd98c202-6616-4c4f-a2a7-c27752376a94
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168639 ms
Total Talk Time (AGENT): 49243 ms
Total Talk Time (CUSTOMER): 58616 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/bd98c202-6616-4c4f-a2a7-c27752376a94_20250305T21:19_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from a provider's office for claim status.
[AGENT][NEUTRAL] OK, I can verify claim status for you. And you say your name is [PII]?
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] OK, and Mrs. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] 02454242 M like Mary L like Larry 8.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] That was [PII] bill amount was.
[CUSTOMER][NEUTRAL] 2504.
[AGENT][NEUTRAL] And do you have the balance after primary has processed the claim?
[CUSTOMER][NEUTRAL] Um, showing 693 83.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. It looks like we just received that claim.
[AGENT][NEUTRAL] Yesterday on the [PII] and it's in line for processing.
[CUSTOMER][NEUTRAL] OK. All right. So, I see.
[CUSTOMER][NEUTRAL] [PII] in line for processing. OK. And is there a call reference number I can use?
[AGENT][NEUTRAL] Uh, no, ma'am. We don't give reference numbers. If you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] OK. And your name again I'm sorry?
[AGENT][NEUTRAL] It's [PII], last initial [PII]
[CUSTOMER][POSITIVE] OK. OK, thank you so much.
[AGENT][POSITIVE] Alright, you're welcome, and thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] OK, you too, bye bye.
[AGENT][NEUTRAL] Bye.