AccountId: 011433970860
ContactId: f429cf90-0723-4d76-a1ac-452670649962
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140880 ms
Total Talk Time (AGENT): 44650 ms
Total Talk Time (CUSTOMER): 63736 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/f429cf90-0723-4d76-a1ac-452670649962_20250211T19:47_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Uh, how may I assist you today? Hi [PII], I'm [PII], and I'm calling from provider's office to check on the status of a claim.
[AGENT][NEUTRAL] OK, and can you repeat your first name for me?
[CUSTOMER][NEUTRAL] Sure, my name is [PII].
[AGENT][NEUTRAL] [PII], OK, and [PII], if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] Callback number is [PII], and it's a direct line.
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Policy number is going to be 02359305.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. And are you calling for inpatient or outpatient benefits?
[CUSTOMER][NEUTRAL] Uh, it's for claim status.
[AGENT][NEUTRAL] Data service?
[CUSTOMER][NEUTRAL] Just for date of service is uh no, I'm sorry, it's [PII] and the amount is $339 even.
[AGENT][NEUTRAL] What is your tax ID?
[CUSTOMER][NEUTRAL] Tax ID is
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm not showing we have that claim on file.
[CUSTOMER][NEUTRAL] Uh, I just want to confirm is that patients has a primary with you, right? They are a primary.
[AGENT][NEUTRAL] No, we're we're always the secondary we're not a a primary company we're secondary.
[CUSTOMER][POSITIVE] Oh, got it. Thank you so much, [PII]. May I get a call reference number for this call?
[AGENT][NEUTRAL] Reference just my name [PII] last initial [PII] [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] No I'm good thank you so much have a good day bye bye.
[AGENT][POSITIVE] Thank you for calling APL have a good day.