AccountId: 011433970860
ContactId: ca14cdef-b841-485a-ba83-ab64550e28b0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165720 ms
Total Talk Time (AGENT): 54136 ms
Total Talk Time (CUSTOMER): 53102 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/ca14cdef-b841-485a-ba83-ab64550e28b0_20241231T13:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] calling you from provider's office, checking on claim status.
[AGENT][NEUTRAL] OK, your name is [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. And what's the policy number?
[CUSTOMER][NEUTRAL] 022
[CUSTOMER][NEUTRAL] 87,960. M as in Mike, L as in Lima, number 7.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]. It's the direct line.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, the patient's first name is [PII] and the last name is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And you said you're checking on a claim status ad?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can help you. What's the data service in charge?
[CUSTOMER][NEUTRAL] Yeah, date of service is [PII]. Total charge $459 even.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Claim was received [PII]. Processed [PII]. Uh office visits are not covered by the patient's policy, so no uh payment was made. Let me know when you're ready for the claim number.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] That claim number is 3537449.
[CUSTOMER][NEUTRAL] 353-7449. I'm right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just give me 1 2nd, please.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and may I have your name spell and good callback number?
[AGENT][NEUTRAL] Uh, you'll use my name in today's date as reference for today's call [PII].
[AGENT][NEUTRAL] Oh [PII].
[AGENT][NEUTRAL] First initial of my last name is [PII].
[CUSTOMER][NEUTRAL] They find
[CUSTOMER][POSITIVE] OK. So, [PII]. It was great speaking with you. Have a good day. Bye-bye.
[AGENT][POSITIVE] You're welcome thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] Bye.