AccountId: 011433970860
ContactId: d9369821-cad9-409d-be1c-2b282346177a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218899 ms
Total Talk Time (AGENT): 49399 ms
Total Talk Time (CUSTOMER): 61030 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/d9369821-cad9-409d-be1c-2b282346177a_20250422T18:55_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling for the provider to check on a claim status. Please be notice this call will be monitored and recorded for quality and training purposes. How are you doing today?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][POSITIVE] I'm fine. Thank you so much for asking.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It is 17362.
[AGENT][NEUTRAL] 17362.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I'm not pulling anything up under that policy. Do you, what's the last name of the patient?
[CUSTOMER][NEUTRAL] The patient uh last name is [PII]
[AGENT][NEUTRAL] And first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, pulling that up, just give me one moment.
[CUSTOMER][NEUTRAL] Mm yeah.
[AGENT][NEUTRAL] OK. Do you have the date of birth for the patient?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] What's that date of service and bill amount?
[CUSTOMER][NEUTRAL] [PII], with the amount of
[CUSTOMER][NEUTRAL] $390 even.
[AGENT][NEUTRAL] OK, it looks like we received that on [PII].
[AGENT][NEUTRAL] it's processed [PII].
[AGENT][NEUTRAL] Yeah, it looks like.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] The services were rendered after coverage terminated.
[AGENT][NEUTRAL] Termination date was [PII].
[CUSTOMER][NEUTRAL] May I know
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Effective it?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Call reference number for this one?
[AGENT][NEUTRAL] That's my name and today's date.
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII], for assisting me. Have a great day. Bye-bye.
[AGENT][POSITIVE] OK, thank you for calling APL. You too. Bye-bye.