AccountId: 011433970860
ContactId: c7d65b62-ddb1-4530-a0ef-45ba539afafa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221869 ms
Total Talk Time (AGENT): 71322 ms
Total Talk Time (CUSTOMER): 68069 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/c7d65b62-ddb1-4530-a0ef-45ba539afafa_20250404T15:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi [PII]. This is [PII] calling you from the provider's office. I'm looking for a claim status.
[AGENT][POSITIVE] All right, I'm happy to check on a claim for you today, [PII]. Can I get the patient's policy number?
[CUSTOMER][NEUTRAL] For sure. It's 231-271-2.
[AGENT][NEUTRAL] Alright, give me just one moment.
[AGENT][NEUTRAL] And do you have a good call back number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK. It's [PII].
[AGENT][NEUTRAL] Patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh, just a sec. Uh, this is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you. Data service.
[CUSTOMER][NEUTRAL] I'm having three different dealer services. The first one is [PII].
[AGENT][NEUTRAL] And the build out?
[CUSTOMER][NEUTRAL] $50 even.
[CUSTOMER][NEUTRAL] 50.
[AGENT][NEUTRAL] No claim on file [PII] for a billed amount of $50.
[CUSTOMER][NEUTRAL] Uh, OK. And, uh, what about the next year service? Can you please check on it also?
[AGENT][NEUTRAL] What's the next date?
[CUSTOMER][NEUTRAL] Uh, this is [PII].
[AGENT][NEUTRAL] In the build out?
[CUSTOMER][NEUTRAL] Same, $50 even.
[AGENT][NEUTRAL] Do you have an amount after the primary?
[CUSTOMER][NEUTRAL] No, I don't.
[AGENT][NEUTRAL] OK. No claim on.
[CUSTOMER][NEUTRAL] I believe this is after the primary only, not not for this one either.
[AGENT][NEGATIVE] Not for $50 no.
[CUSTOMER][NEUTRAL] OK, and what about the last year of service for this month?
[AGENT][NEUTRAL] What's the other data service?
[CUSTOMER][NEUTRAL] X
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Fill them out.
[CUSTOMER][NEUTRAL] $50 even $50.
[AGENT][NEUTRAL] No claim on file for that amount.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh can you please confirm me the same mailing address as well?
[AGENT][NEUTRAL] Claim mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it. And can I have the call reference number for this call, please?
[AGENT][NEUTRAL] Call reference is my name with my last initial, then today's date. My name again is [PII], that's [PII] My last initial is [PII], and then today's date.
[CUSTOMER][POSITIVE] Got it. Thank you so much for the information, sir.
[AGENT][POSITIVE] You're welcome, [PII]. Have a good day. Bye-bye.
[CUSTOMER][POSITIVE] Have a good day.