AccountId: 011433970860
ContactId: ee0d90bd-e87e-4201-bd44-c03223366c9c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187770 ms
Total Talk Time (AGENT): 63500 ms
Total Talk Time (CUSTOMER): 47061 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/ee0d90bd-e87e-4201-bd44-c03223366c9c_20250115T18:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, hi, [PII]. My first name is [PII], initial to my last name [PII], and I'm calling from provider's office, [PII]. I'm checking on claims.
[AGENT][NEUTRAL] OK, I can help you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] Uh, sure, the policy number we don't have for the American, uh, public life, it is 02512593.
[AGENT][NEUTRAL] And what's a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, sure. Uh, patient's first name is [PII], last name is [PII]. Date of birth, [PII].
[AGENT][NEUTRAL] All right, thank you for that information and you said you're checking a claim status, we can help you with that. What's the date of service in charge?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, it's uh, uh, [PII].
[CUSTOMER][NEUTRAL] And the total bill amount address is at $265 even.
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so the claim was received [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm sorry, it actually was received [PII].
[AGENT][NEUTRAL] Processed on [PII]. The date of service is after.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The policy termination date?
[AGENT][NEUTRAL] And that policy termination date is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] And the claim number.
[CUSTOMER][NEUTRAL] Germany.
[AGENT][NEUTRAL] It's 353-702-9.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And did you have any other questions?
[CUSTOMER][NEUTRAL] Uh, no, uh, [PII], I'm ready for the card reference number.
[AGENT][NEUTRAL] Mhm. You'll use my name in today's date as your reference. [PII], and you can also check your status on our online service center at [PII] and anything else.
[CUSTOMER][POSITIVE] No, thank, uh, thank you so much, [PII]. You do have a great day bye.
[AGENT][POSITIVE] You're welcome thanks for calling APL. Have a good day.