AccountId: 011433970860
ContactId: d212c3fb-d1cd-48f3-b845-b9826d6b9c15
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99500 ms
Total Talk Time (AGENT): 38020 ms
Total Talk Time (CUSTOMER): 36909 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/d212c3fb-d1cd-48f3-b845-b9826d6b9c15_20250319T19:55_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yes, just um checking on a claim.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] Sure it's [PII] um just direct line [PII].
[AGENT][NEUTRAL] [PII], what is that policy number of the member that you're calling to verify claim status for?
[CUSTOMER][NEUTRAL] Uh yes, it's 02488562.
[AGENT][NEUTRAL] Thank you. Could you verify the patient's name and date of birth that you're checking the status of a claim for and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, it's [PII]. It's [PII].
[AGENT][NEUTRAL] And what is the date of service?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] There was a payment of $296 made on this claim?
[AGENT][NEUTRAL] Would you like check number?
[CUSTOMER][NEUTRAL] OK, uh, yes, and just the date I guess that it was sent.
[AGENT][NEUTRAL] The check number is 2032116. That's 2032116.
[AGENT][NEUTRAL] And this was sent out in [PII].
[CUSTOMER][NEUTRAL] OK perfect so that's probably why we just haven't gotten it um and then it was sent to the provider.
[AGENT][POSITIVE] Yes, that is correct. Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] Awesome, no, that is it. Thank you so much for your help.
[AGENT][POSITIVE] You're welcome thanks for calling APL and have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.