AccountId: 011433970860
ContactId: f5b75397-cdcd-4942-93d3-ce3091f1cb58
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185440 ms
Total Talk Time (AGENT): 67610 ms
Total Talk Time (CUSTOMER): 54723 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/f5b75397-cdcd-4942-93d3-ce3091f1cb58_20250516T20:13_UTC.wav
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[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes. My name is.
[CUSTOMER][NEUTRAL] 10
[CUSTOMER][NEUTRAL] Hi, this is [PII] and my insurance is M [PII] in Mike calling from provider's office to check on a claim status.
[AGENT][NEUTRAL] I can help with the same.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sorry, your voice is not audible. Could you please speak?
[AGENT][NEUTRAL] Uh, yes, um,
[AGENT][NEUTRAL] I can help with the claim status. What is the policy number, please?
[CUSTOMER][NEUTRAL] Uh yes, the policy number is U 02377454 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. Is there a callback number I can have in the.
[CUSTOMER][NEUTRAL] My callback number is [PII].
[AGENT][NEUTRAL] Thank you. What is the date of service that we're doing for this time?
[CUSTOMER][NEUTRAL] [PII], sorry, it is [PII] with the billed amount $135 even.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me check.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] I'm just checking. I'm just checking.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, your claim number is 349.
[AGENT][NEUTRAL] 52.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 98 and we received the, we received the claim on the [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], we processed your, your claim on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if that's fine.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, check
[AGENT][NEUTRAL] In the amount of $27.37 was sent to you.
[AGENT][POSITIVE] That's right
[AGENT][NEUTRAL] A paper check
[AGENT][NEUTRAL] And the check number for this is 1869305.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] It looks like it went to [PII], excuse me, [PII]. Is that correct?
[CUSTOMER][POSITIVE] Yes, OK. Thank you so much for the information. May I get the call reference number, please?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII] that today.
[CUSTOMER][POSITIVE] Uh, thanks for asking. I got a required info from you today. It was nice talking to you. Have a nice day and stay safe and happy weekend. Bye-bye.
[AGENT][POSITIVE] Thank you for contacting me