AccountId: 011433970860
ContactId: c3133225-1525-48ef-8fcf-bee41755743a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164520 ms
Total Talk Time (AGENT): 55258 ms
Total Talk Time (CUSTOMER): 40661 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/c3133225-1525-48ef-8fcf-bee41755743a_20250515T14:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII] um I'm calling from my provider's office and I need an update on a claim.
[AGENT][POSITIVE] All right, I'm happy to check on a claim for you. Do you have the policy number?
[CUSTOMER][NEUTRAL] It is 01197960.
[AGENT][POSITIVE] Thank you for that. Let me just pull this up here.
[AGENT][NEUTRAL] Alright, and then patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. And then what's the date of service?
[CUSTOMER][NEUTRAL] [PII] for the amount of 225.
[AGENT][NEUTRAL] [PII]. OK, one moment.
[AGENT][NEUTRAL] OK, so looks like we did receive a claim for the state of service. Uh, there was a benefit payment sent in the amount of $175.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And is there a check number on that?
[AGENT][NEUTRAL] Yeah, absolutely. So check number is going to be 2043333.
[CUSTOMER][NEUTRAL] So 204-333-3?
[AGENT][NEUTRAL] Mhm, yes ma'am.
[CUSTOMER][POSITIVE] And that will send out what I'm sorry?
[AGENT][NEUTRAL] Let me see what the date was here one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, claim is processed on [PII] and paid, so check when it went out, uh, shortly after that.
[CUSTOMER][NEUTRAL] OK, I'm gonna see if my boss has it because I haven't received anything yet and then um I'll give you guys a call if anything.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, sounds good.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.