AccountId: 011433970860
ContactId: e60ebf54-ee72-4060-afa5-12ab9fe5277d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200229 ms
Total Talk Time (AGENT): 80329 ms
Total Talk Time (CUSTOMER): 43557 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/e60ebf54-ee72-4060-afa5-12ab9fe5277d_20250619T21:10_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from provider office to check the status of the claim.
[AGENT][NEUTRAL] OK, give me one moment please, [PII]. I can help you with that. Um, may I have your callback number please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And the policy number please for the patient.
[CUSTOMER][NEUTRAL] It's gonna be 02292650.
[AGENT][NEUTRAL] I have that as 02292950.
[CUSTOMER][NEUTRAL] Uh, no, that, uh, last line is actually a 6, so 02292650.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Thank you. And verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], date of birth, [PII].
[AGENT][POSITIVE] OK, thank you so much and you're calling for eligibility and benefits, I'm sorry, or claim status.
[CUSTOMER][NEUTRAL] Claim claim status.
[AGENT][NEUTRAL] OK, alright, I can assist you with that. And what is the date of service and total bill amount, please?
[CUSTOMER][NEUTRAL] It's gonna be [PII], total bill amount $296.
[AGENT][NEUTRAL] $296?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] This particular policy has termed as of [PII], so I do not show the claim on this policy. Um, it would just bear with me. Let me just check for it.
[AGENT][NEUTRAL] An active policy or one moment please, just to make sure.
[AGENT][NEUTRAL] I do not show that claim to be on file and this member um policy term as of [PII]. Um, let me just check, um, well.
[AGENT][NEUTRAL] Let me just check recheck again one moment.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah, I do not show an active policy on file and that claim is not on file as well.
[CUSTOMER][NEUTRAL] OK, well, that's actually everything I needed. May I just have a call reference number?
[AGENT][NEUTRAL] We do not use call reference numbers. You can use my name in today's date. My last initial is [PII].
[CUSTOMER][POSITIVE] Perfect. Well thank you so much, [PII]. I appreciate your help.
[AGENT][POSITIVE] And thank you for calling APL Caitlyn. You have a great day and take care.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][NEUTRAL] Mm.