AccountId: 011433970860
ContactId: d271a6ad-fd3f-46f0-8efd-7e0c0eabc484
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100120 ms
Total Talk Time (AGENT): 33361 ms
Total Talk Time (CUSTOMER): 48033 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/d271a6ad-fd3f-46f0-8efd-7e0c0eabc484_20250328T12:32_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello [PII], this is [PII] calling from provider's office to check up on a claim status. Also, this call has been recorded for quality assurance training purpose. Are you OK with that?
[AGENT][POSITIVE] Yes, that's fine, and I'll be more than happy to help you with the claim status. You're welcome, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh sure, it would be [PII] and uh you said your name is [PII]. Is it [PII]?
[AGENT][NEUTRAL] Yes, that's correct. First initial to my last name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] You're welcome. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Sure, it would be 014.
[CUSTOMER][NEUTRAL] 061
[CUSTOMER][NEUTRAL] 02 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] Thank you. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. May I have the date of service for the claim and the total bill?
[CUSTOMER][NEUTRAL] Uh, short date of service would be [PII] and total charge $500 even.
[AGENT][NEUTRAL] Thank you. And can you verify the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] It's diagnostic Center for Women LLC.