AccountId: 011433970860
ContactId: c7584ca9-a456-4e07-a188-a5e8d6a5f423
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137350 ms
Total Talk Time (AGENT): 32358 ms
Total Talk Time (CUSTOMER): 53078 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/c7584ca9-a456-4e07-a188-a5e8d6a5f423_20250407T15:12_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling from San Luis Valley Health calling to check on the claim status.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Do you have the patient policy number?
[CUSTOMER][NEUTRAL] We have [PII].
[AGENT][NEUTRAL] We have
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] That's [PII] and it's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what is the date of service?
[CUSTOMER][NEUTRAL] That was [PII].
[AGENT][NEUTRAL] Um, I don't have a claim on file.
[CUSTOMER][NEUTRAL] OK, let me see how that was sent, give me just a minute.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, so the address is that we have for is.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, and do you guys have a payer ID?
[AGENT][NEUTRAL] We do. It's 60801.
[CUSTOMER][NEUTRAL] 60801. OK.
[CUSTOMER][NEUTRAL] And then can you provide me with your name please?
[AGENT][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][NEUTRAL] And then is there gonna be a reference number for this call?
[AGENT][NEUTRAL] Uh, reference number is just my name, [PII], first initial, last name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK, that should do it then. Thank you.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][NEUTRAL] Bye.