AccountId: 011433970860
ContactId: e0b1c556-3c26-44da-a39f-32b5622ed296
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148070 ms
Total Talk Time (AGENT): 62497 ms
Total Talk Time (CUSTOMER): 52472 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/e0b1c556-3c26-44da-a39f-32b5622ed296_20250402T20:05_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling to see if you guys received the claim.
[AGENT][NEUTRAL] Sure, I could assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And it's gonna call back number [PII].
[AGENT][NEUTRAL] could I have the policy number that you're calling about?
[CUSTOMER][NEUTRAL] Yes it is, hold on one moment.
[CUSTOMER][NEUTRAL] 02164.
[CUSTOMER][NEUTRAL] Uh, 164545 M for Mary, L for Lima, the number 8.
[AGENT][NEUTRAL] Thank you and could you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, for [PII] [PII].
[AGENT][NEUTRAL] And what is the date of service that you're calling about?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] It looks like the policy was terminated.
[AGENT][NEUTRAL] Was it for procedure code 99214?
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And 31213.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] 348
[AGENT][NEUTRAL] 881,708,170 so it looked like the claim was received um.
[AGENT][NEUTRAL] [PII], but the policy terminated [PII].
[CUSTOMER][POSITIVE] OK, [PII]. OK, thank you so much.
[AGENT][NEUTRAL] Would you like the claim number?
[CUSTOMER][NEUTRAL] Um, sure, what is it?
[AGENT][NEUTRAL] It's 348-8170. And could you spell your name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, just like that, [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Simple. So thank you, [PII]. Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] That's it, honey do you provide a reference number?
[AGENT][NEUTRAL] We don't provide those, but you can use my name and today's date as a reference. It's S as in Sally, H as in Howard, Y as in yellow, L as in Lima, [PII] and today's date.
[CUSTOMER][POSITIVE] OK perfect thank you that's all.
[AGENT][POSITIVE] Thanks for calling APL. Have a good day. Good bye.
[CUSTOMER][NEUTRAL] Do the same bye bye.