AccountId: 011433970860
ContactId: c4b18f1d-4e21-4d6c-8670-508a32a9d074
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193020 ms
Total Talk Time (AGENT): 49739 ms
Total Talk Time (CUSTOMER): 99194 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/c4b18f1d-4e21-4d6c-8670-508a32a9d074_20250403T15:16_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII] and I'm calling um about some information we received in the mail um an explanation of benefits for one of our patients.
[AGENT][NEUTRAL] OK, do you have a callback number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] Yes, it is 02592825.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Her name is [PII].
[AGENT][NEUTRAL] And her date of birth.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I didn't have that, so give me just a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well yeah.
[CUSTOMER][NEUTRAL] OK, her date of birth is uh [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were calling about an explanation of benefits you received?
[CUSTOMER][NEUTRAL] Yes, it was uh from data service on [PII] for an extraction.
[AGENT][NEUTRAL] OK, I can help you with that. Hold on one moment, let me pull that up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what was the question?
[CUSTOMER][NEUTRAL] Um, just in reference to the remark description, um, it stated that uh you were waiting on information to confirm eligibility from benefits in a card. um I just wasn't familiar with um what that was or what that entailed or what you needed from us.
[AGENT][NEUTRAL] OK, uh, we do not need anything from you. This claim that you're calling about for the extraction, it has been paid. It was paid on 331.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Paid on 3:31.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] $119.20.
[CUSTOMER][NEUTRAL] 12 OK this I think was just stated before then, so that makes sense um I appreciate your help and then I'll just be waiting on uh that payment then in the mail. Thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with?
[CUSTOMER][NEGATIVE] No, mm mm I don't think so thank you.
[AGENT][POSITIVE] Thank you, [PII], for calling IPL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye