AccountId: 011433970860
ContactId: d030275c-cd1c-452b-b834-d92a3489b34c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131919 ms
Total Talk Time (AGENT): 36830 ms
Total Talk Time (CUSTOMER): 54632 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/d030275c-cd1c-452b-b834-d92a3489b34c_20250522T15:13_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. How are you today?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] Good good um I was calling for a claim status.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] I do. It's [PII]. That's a direct line.
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] I do. It is um 02545356.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Um, date of birth is [PII].
[AGENT][NEUTRAL] And what is the date of service and bill charges?
[CUSTOMER][NEUTRAL] Yep, um, bear with me.
[CUSTOMER][NEUTRAL] Uh, date of
[CUSTOMER][NEUTRAL] Service is [PII]. The total charge is 26,78435 cents.
[AGENT][NEUTRAL] OK, it looks like we received that claim on [PII].
[AGENT][NEUTRAL] Uh, process 5-132025.
[AGENT][NEUTRAL] And we made a payment of 15106.
[CUSTOMER][NEUTRAL] 6
[CUSTOMER][NEUTRAL] OK and was there any patient responsibility?
[AGENT][NEUTRAL] Um, we don't determine patient responsibility because we're secondary.
[CUSTOMER][POSITIVE] OK, no problem at all. I'll go ahead and get the one from Blue Cross Blue Shield.
[CUSTOMER][POSITIVE] Alrighty thank you so much, Miss [PII]. Do you by any chance have a reference number?
[AGENT][NEUTRAL] Uh, reference number is my name, [PII]. First initial to last name [PII], and today's date. And anything else I can help with today?
[CUSTOMER][POSITIVE] That will be all thank you so much I really appreciate it.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You as well bye bye.