AccountId: 011433970860
ContactId: f2ed8e63-360b-468b-9fc3-19eb93a8e7a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141429 ms
Total Talk Time (AGENT): 42617 ms
Total Talk Time (CUSTOMER): 40285 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/f2ed8e63-360b-468b-9fc3-19eb93a8e7a7_20250408T16:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], yes, I'm calling to check claim status for a patient.
[AGENT][NEUTRAL] OK, I can help you with claim status. Do you have a good, uh, callback number and what is your name?
[CUSTOMER][NEUTRAL] My name is [PII] and [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And the policy number of the patient?
[CUSTOMER][NEUTRAL] That is 01705313.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what is that date of service?
[CUSTOMER][NEUTRAL] [PII] for $165.
[AGENT][NEUTRAL] OK, it looks like we received that 224-25 processed on 226-25.
[AGENT][NEUTRAL] And let's see.
[AGENT][NEUTRAL] Um, office visits are not covered under the policy.
[CUSTOMER][NEUTRAL] Would there be any way I could get the EOB sent to me?
[AGENT][NEUTRAL] Sure, what's your fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'll fax that over right now. Just give me a few minutes.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And is there anything else I can help with today?
[CUSTOMER][NEUTRAL] Um, the call reference number please.
[AGENT][NEUTRAL] Uh, call reference will just be my name, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK thank you and you have a good day.
[AGENT][POSITIVE] Thank you for calling APL. You too. Bye.
[CUSTOMER][NEUTRAL] Bye.