AccountId: 011433970860
ContactId: f85cc076-d682-4446-8304-3c89dda28964
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141529 ms
Total Talk Time (AGENT): 45323 ms
Total Talk Time (CUSTOMER): 56716 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/f85cc076-d682-4446-8304-3c89dda28964_20250505T16:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII] and I'm calling from provider office for the claim status.
[AGENT][NEUTRAL] OK, I can help you with claim status, and I missed your name. What was that?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh my name is [PII]
[AGENT][NEUTRAL] OK, [PII]. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Uh, yes, I have. That is uh.
[CUSTOMER][NEUTRAL] 2457736
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh patient's name is [PII] and his date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And you have the date of service and bill charges?
[CUSTOMER][NEUTRAL] The service is [PII], with total charges $1,993.32.
[AGENT][NEUTRAL] Um, it looks like the policy was effective [PII], then termed 310-2024.
[CUSTOMER][NEUTRAL] Uh, term date was?
[AGENT][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] Uh, so the patient is not active from the data for the data service, right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK. So we need to contact the patient first, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So when did the claim received?
[AGENT][NEUTRAL] I don't have any claims on file.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so no claim on file, right?
[AGENT][NEUTRAL] Yes, and then do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, [PII]. Could you please just uh generate me the call reference number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] A call reference number is my name, [PII], and then it's today's date with my name.
[CUSTOMER][NEUTRAL] Could you please just spell it?
[AGENT][NEUTRAL] Yes, it's [PII]
[CUSTOMER][POSITIVE] OK. Thank you, [PII] and have a wonderful day ahead.
[AGENT][POSITIVE] Thank you for calling APL. You too. Bye-bye.