AccountId: 011433970860
ContactId: f7d3139d-8473-4daf-8502-4512c61dd254
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134910 ms
Total Talk Time (AGENT): 49739 ms
Total Talk Time (CUSTOMER): 63770 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/f7d3139d-8473-4daf-8502-4512c61dd254_20250521T17:01_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider office. I need to check on my claim status.
[AGENT][NEUTRAL] OK. I can verify claim status for you, [PII]. And then what is that policy number, please?
[CUSTOMER][NEUTRAL] OK. And it's 01885910.
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure, I have, and it's [PII] and it's a direct line.
[AGENT][NEUTRAL] OK, thank you. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Thank you. Sure. Uh patient name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you and what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] OK, the data service is [PII] and charge amount $646.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Before the status, can you please spell your name?
[AGENT][NEUTRAL] Sure, it's [PII]. And [PII], I don't show we received a claim for that data service and also this policy was not active at the time of service. It terminated [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK. Can I have the effective date for this policy?
[AGENT][NEUTRAL] Uh, effective date was [PII].
[CUSTOMER][NEUTRAL] Uh, 1 [PII].
[CUSTOMER][NEUTRAL] OK. [PII], right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. If possible, do you have the patient have any other insurance?
[AGENT][NEUTRAL] No, sir, not with our company.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] And can I have the call reference number, please?
[AGENT][NEUTRAL] Uh, you may use my name at today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK then. Thank you. Have a nice day ahead.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Bye.
[CUSTOMER][NEUTRAL] Bye bye.