AccountId: 011433970860
ContactId: f8a9d779-6f9d-4389-9c98-f098da1a7920
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172880 ms
Total Talk Time (AGENT): 58864 ms
Total Talk Time (CUSTOMER): 74421 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/f8a9d779-6f9d-4389-9c98-f098da1a7920_20250206T15:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hi, this is [PII] calling from provider's office to check on claims.
[AGENT][POSITIVE] Alright, I'm happy to check on a claim for you today. Do you have a policy number?
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEUTRAL] Uh, yeah, but before we start, uh, can you spell your name, please?
[AGENT][NEUTRAL] My name is spelled [PII].
[CUSTOMER][NEUTRAL] OK, thank you. Uh, member ID is 02462244.
[AGENT][POSITIVE] Thank you so much. And if I could get your first name again, please?
[CUSTOMER][NEUTRAL] Yeah, that is [PII]. Last initial of my name is [PII].
[CUSTOMER][NEUTRAL] Uh, but before we proceed, I would like to inform you that this call is being recorded for training and quality purpose. So, are you OK with it?
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Yes, that's fine, thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] That is [PII], [PII].
[AGENT][NEUTRAL] Thank you. And then what is the date of service?
[CUSTOMER][NEUTRAL] November, sorry, [PII] $379 even.
[AGENT][NEUTRAL] All right, thank you. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Not showing any claims on file for [PII].
[CUSTOMER][NEUTRAL] Uh, can you confirm the address where we have, well, just a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That is [PII]. Is this correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. So may I know if member is active for the date of service?
[AGENT][NEUTRAL] Uh, yes, the member's effective date, one moment.
[AGENT][NEUTRAL] Is [PII], member is still active.
[CUSTOMER][NEUTRAL] All right. Um, OK, then. Uh, can I have call reference number?
[AGENT][NEUTRAL] Call references my name with my last initial then to date my last initial is [PII].
[CUSTOMER][POSITIVE] OK. OK, then. Thank you so much. Have a great day.
[AGENT][POSITIVE] You too. Thank you. Bye-bye.