AccountId: 011433970860
ContactId: d15d9543-c487-45ec-9f8c-378c70638676
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116339 ms
Total Talk Time (AGENT): 39908 ms
Total Talk Time (CUSTOMER): 45869 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/d15d9543-c487-45ec-9f8c-378c70638676_20250131T17:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling for a claim status.
[AGENT][POSITIVE] OK, I'm happy to check on a claim. Do you have a policy number?
[CUSTOMER][NEUTRAL] Yes, it is 01897865.
[AGENT][NEUTRAL] All right, thank you. Let me pull that up here and if you don't mind, can I grab your first name and a callback number?
[CUSTOMER][NEUTRAL] Yeah my name is [PII]. Call back is [PII].
[AGENT][NEUTRAL] Thanks, [PII]. And then what's the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][POSITIVE] Thank you for that and then uh data service.
[CUSTOMER][NEUTRAL] [PII] and the bill amount is $380.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Not showing any claims on file for [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Would I be able to check this patient's eligibility quick?
[AGENT][NEUTRAL] Yeah, absolutely. So patients active. The effective date is [PII]. They're still active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, sounds good.
[CUSTOMER][NEUTRAL] I will get that resubmitted.
[AGENT][POSITIVE] Sounds good. Anything else I can help with?
[CUSTOMER][POSITIVE] That is all I needed. Thank you.
[AGENT][POSITIVE] You're welcome. Have a good day, [PII].
[CUSTOMER][POSITIVE] Yeah you too bye bye.
[AGENT][NEUTRAL] Bye bye.