AccountId: 011433970860
ContactId: fb2377ae-442e-4718-8580-a02e98591a74
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119139 ms
Total Talk Time (AGENT): 42921 ms
Total Talk Time (CUSTOMER): 69228 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/fb2377ae-442e-4718-8580-a02e98591a74_20250604T16:06_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from Doctor [PII] at's billing office. I need to, for one, verify the patient has coverage and 2, if you have a claim on file for her.
[AGENT][POSITIVE] Sure [PII], I can assist you with that. Can I have a callback number for you?
[CUSTOMER][NEUTRAL] OK, thank you. Sure, absolutely it's [PII].
[AGENT][NEUTRAL] And what is the policy number of the member that you're calling in regards to today?
[CUSTOMER][NEUTRAL] Sure. What I have is 02266800 M as in Mary, L as in um yeah, L as in Larry, 8.
[AGENT][NEUTRAL] Could you verify the patient's name and date of birth for me?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Sure, it's [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Our policy terminated [PII]. What is your date of service that you're calling in regards to the claim?
[CUSTOMER][NEUTRAL] Uh, [PII] and it was my computer is not playing um the full amount on the bill was for $265.
[AGENT][NEUTRAL] 4 1123.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So it would have been under the claim, the policy number of 226-6800, but I'm not showing the claim on file.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] For the 4 1123, OK.
[CUSTOMER][NEUTRAL] Um, OK, so you said that it termed on 9124, is that right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK, but you're not seeing a claim. Perfect. Awesome, awesome. OK, I will take care of this. Is there a call reference number then for our conversation?
[AGENT][NEUTRAL] We don't provide those, [PII]. However, you can use my name in today's date as a reference. It's [PII] and today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Today's date of birth.
[CUSTOMER][POSITIVE] Awesome beautiful thank you so much you have a good rest of your day.
[AGENT][POSITIVE] Thanks for calling APL. You have a great one as well, [PII]. Good bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye