AccountId: 011433970860
ContactId: c49863b2-5041-4cf2-b1b0-1754ce44d92b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170190 ms
Total Talk Time (AGENT): 43141 ms
Total Talk Time (CUSTOMER): 72210 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/c49863b2-5041-4cf2-b1b0-1754ce44d92b_20250507T15:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, it's [PII]. This is [PII]. Last name is [PII], and I'm calling from provider's office. Could you please help me with the claim?
[AGENT][POSITIVE] Yes, I can help you with claim status. [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Callback number is [PII].
[CUSTOMER][NEUTRAL] [PII] and the extension is [PII].
[AGENT][NEUTRAL] OK, do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Sure. That is 0223005.
[CUSTOMER][NEUTRAL] 0 M like Mary, L like Lima, number 8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Name of this patient is [PII] and the last name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And date of service and bill charges?
[CUSTOMER][NEUTRAL] Sure. The date of service for this claim is
[CUSTOMER][NEUTRAL] Uh, [PII], total bill amount is $4280 even.
[AGENT][NEUTRAL] Um, I don't show a claim on file for that date of service. Can you resubmit?
[CUSTOMER][NEUTRAL] OK. Could you please provide me the number effective date and the term date?
[AGENT][NEUTRAL] Active date is [PII]. Policy is active. There is no term date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, provide me the address.
[AGENT][NEUTRAL] Address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] [PII]. And the pay ID?
[AGENT][NEUTRAL] Your ID is 60801.
[CUSTOMER][NEUTRAL] 60801. How can the family for?
[AGENT][NEGATIVE] Uh, there's no timely filing.
[CUSTOMER][POSITIVE] OK, got it. Thank you. Thank you for assisting me. Can I get your call reference number?
[AGENT][NEUTRAL] That's my name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK, got it. Thank you. Thanks for assisting me. Have a nice day.
[AGENT][POSITIVE] Thank you for calling APL. You have a great day too. Bye bye.