AccountId: 011433970860
ContactId: d5086920-e115-44ec-9ae3-f281e93028fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 252669 ms
Total Talk Time (AGENT): 46883 ms
Total Talk Time (CUSTOMER): 69728 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/d5086920-e115-44ec-9ae3-f281e93028fb_20250617T17:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I would like to check the status of a claim. Can you help me with that?
[AGENT][POSITIVE] Yes, I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, the best callback number is [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the patient name and date of birth and policy number?
[CUSTOMER][NEUTRAL] Yes, the patient's name is [PII]. Her date of birth is [PII], and her policy number is Alpha [PII].
[AGENT][NEUTRAL] And how do you spell the last name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] And how do you spell the first name?
[CUSTOMER][NEUTRAL] [PII] spelled [PII].
[AGENT][NEUTRAL] OK, and you're checking claim status, is that right?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] Date of service and bill charges.
[CUSTOMER][NEUTRAL] The date of service is [PII], and the bill charges are $99.
[AGENT][NEUTRAL] Um, I don't show a claim on file, and it looks like there's no coverage after [PII].
[CUSTOMER][NEUTRAL] Just to confirm, the patient's primary plan ID is Alpha [PII]. The name is [PII], and the date of service is [PII] for $99. Would you mind checking one more time with that information?
[AGENT][NEUTRAL] Um, we do not have a claim on file.
[CUSTOMER][NEUTRAL] To confirm, I have the claim status is not found, is that correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Where should we send supporting documentation?
[AGENT][NEUTRAL] Our claims mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] To
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] To confirm, I have [PII], is that correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Please provide the payer ID.
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] Can I have the reference number for this call?
[AGENT][NEUTRAL] Uh it's my name is [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day.