AccountId: 011433970860
ContactId: f4f522d8-55da-4ed1-bd5f-c57be814791e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157509 ms
Total Talk Time (AGENT): 62851 ms
Total Talk Time (CUSTOMER): 36841 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/f4f522d8-55da-4ed1-bd5f-c57be814791e_20250604T13:55_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, you said your name was [PII]?
[AGENT][NEUTRAL] So, [PII].
[CUSTOMER][NEUTRAL] Hi, I'm calling to check claims service.
[AGENT][NEUTRAL] OK, may I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and you're calling from which facility for my?
[CUSTOMER][NEUTRAL] South Georgia Medical Center.
[AGENT][NEUTRAL] May I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] 1365959
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, and may I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Uh, 115-2024.
[CUSTOMER][NEUTRAL] The amount is $190.
[AGENT][NEUTRAL] [PII] for 190.
[CUSTOMER][NEUTRAL] This [PII].
[AGENT][POSITIVE] Exactly.
[AGENT][NEUTRAL] I'm sorry, can you repeat that one more time?
[CUSTOMER][NEUTRAL] This [PII].
[AGENT][NEUTRAL] [PII]. OK, thank you.
[AGENT][NEUTRAL] OK, so it looks like we received the claim on [PII] and processed [PII], and we are needing the primary explanation of benefits to continue the processing of this claim. Uh, we are the secondary policy.
[CUSTOMER][NEUTRAL] OK, um, what is the claim number?
[AGENT][NEUTRAL] The claim number is 353-5415.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Can I have a reference number for the call?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information, Miss [PII]?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK, thank you for calling APR. Have a good day, Miss [PII].
[CUSTOMER][NEUTRAL] Bye you too.