AccountId: 011433970860
ContactId: ed2375e9-47c5-445c-a9ac-b89909098fce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 266790 ms
Total Talk Time (AGENT): 109968 ms
Total Talk Time (CUSTOMER): 56351 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/ed2375e9-47c5-445c-a9ac-b89909098fce_20250424T16:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling the APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. And I need your help about claim status for patient.
[AGENT][NEUTRAL] Alright, I can help you with that. Do you have a policy number for me?
[CUSTOMER][NEUTRAL] Yes. So, policy number is 02486015.
[AGENT][POSITIVE] Thank you, give me just a moment while I pull that information up, please.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. And what is the name of the patient?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It is [PII], and date of birth is [PII].
[AGENT][POSITIVE] Thank you. OK.
[AGENT][POSITIVE] Wonderful. Thank you for that information. And do you by chance have the address of the patient so we can verify it?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, let me check once.
[CUSTOMER][NEUTRAL] Yes, I'm having it. It is [PII].
[CUSTOMER][NEUTRAL] [PII], ZIP code [PII].
[AGENT][POSITIVE] Wonderful. Thank you so much. OK. And can you give me the date of service, please, for the claim status?
[CUSTOMER][NEUTRAL] Uh yes. Uh, date of service is uh [PII] and bill amount is $29.
[AGENT][NEUTRAL] Thank you. So that was [PII] and the billing amount was $29.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII]. Thank you. OK, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, [PII]. Alright, thank you. So what I'm gonna do now is place you with someone who can uh give you that information. You will not have to verify anything again. I will let them know that you have verified everything and they can assist you from here. Is there anything else, [PII], that I can assist you with before I transfer you?
[CUSTOMER][NEUTRAL] Uh, no, that's the only help I needed.
[AGENT][POSITIVE] Well, thank you for calling APL. Give me just a moment and I will transfer you all through. One moment. You have a good day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] How much it is.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] in um customer service. I have a provider on the phone. His name is [PII].
[AGENT][NEUTRAL] And he is counter claim status for policy number.
[AGENT][NEUTRAL] 248-6015.
[CUSTOMER][POSITIVE] OK, thank you. I can take care of them.
[AGENT][NEUTRAL] Alright, OK, um, I verify the date of birth and the address. The date of service on the claim is, if you want it, is [PII].
[AGENT][NEUTRAL] And the amount is $29.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] Thank you, dear. Have a good day.