AccountId: 011433970860
ContactId: dbe9c976-da08-4c08-9aaf-17807a53d12c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 655510 ms
Total Talk Time (AGENT): 55352 ms
Total Talk Time (CUSTOMER): 112513 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/dbe9c976-da08-4c08-9aaf-17807a53d12c_20250416T17:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello, [PII]. My name is [PII], and I am a member and I wanted to know the claim status.
[AGENT][NEUTRAL] Yes, I can help you with claim status today, [PII]. Do you have the policy number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah, so policy number is 02.
[CUSTOMER][NEUTRAL] 363-909
[AGENT][POSITIVE] OK, perfect, thank you.
[AGENT][NEUTRAL] And then what's a good callback number in case our call gets dropped?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, perfect, thank you.
[AGENT][NEUTRAL] OK. And the patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, so total bill amount is uh $1,293.63.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK. And then the patient's first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] First name is uh [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And date of birth, please?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then do you have the data service as well?
[CUSTOMER][NEUTRAL] Yeah, date of service.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, just one moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hi, I'm here. And then what was the charge amount again?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] $1,293.63.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. And now what provider's office are you calling from?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] And you're a large version of Oklahoma.
[AGENT][NEUTRAL] What was that?
[CUSTOMER][NEUTRAL] Urology surgeons of Oklahoma.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, give me just a second, OK?
[CUSTOMER][POSITIVE] OK, take your time.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] And you said that this was a surgery center?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then do you have the procedure code by chance?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 52356
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], can I put you on a brief hold while I reach out to a colleague really quick?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.