AccountId: 011433970860
ContactId: c4db1628-3ec9-4fbe-9df6-3442421bb865
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157300 ms
Total Talk Time (AGENT): 44709 ms
Total Talk Time (CUSTOMER): 51900 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/c4db1628-3ec9-4fbe-9df6-3442421bb865_20250313T16:49_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ADL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, hi, [PII]. My name is [PII] calling from provider's office to check on a claim status. And could you please spell out your name for me? [PII], right? [PII]
[AGENT][NEUTRAL] It's actually [PII]
[CUSTOMER][POSITIVE] Uh, thank you so much.
[AGENT][POSITIVE] My pleasure, and [PII], it would be my pleasure to assist you. What is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 9
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] And my, sorry, it's direct line.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And [PII], what is the patient's policy number?
[CUSTOMER][NEUTRAL] It's 01867080 M as in Mike, L as in Lima, number 8.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] The patient's name is [PII].
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] Date of birth is
[CUSTOMER][NEUTRAL] No, sorry, it's uh [PII].
[AGENT][POSITIVE] All right, thank you. [PII], it would be my pleasure to help you with the claim status. What is the date of service?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII]. The total charges is $2,8286 even.
[AGENT][NEUTRAL] Is that a professional fee claim?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Is that a professional fee claim from a from a
[CUSTOMER][NEUTRAL] Yeah, it's medical claim.
[AGENT][NEUTRAL] OK, and what is the CPT list, just one of the CPT's listed on that claim?
[CUSTOMER][NEUTRAL] Uh, that's CBD code. Please hold.
[CUSTOMER][NEUTRAL] Please hold.