AccountId: 011433970860
ContactId: fd74fe5f-5770-4056-bea6-51ef63e5e481
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174059 ms
Total Talk Time (AGENT): 71633 ms
Total Talk Time (CUSTOMER): 62729 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=3.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/fd74fe5f-5770-4056-bea6-51ef63e5e481_20250306T14:03_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], how may I help you? Uh, hi [PII]. I'm [PII], and I'm calling from provider's office to check on the status of a claim.
[AGENT][POSITIVE] It would be my pleasure to assist you with that claim status. Can you repeat your name, please?
[CUSTOMER][POSITIVE] Pleasure to assist you with that claim status.
[CUSTOMER][NEUTRAL] Sure. My name is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Oh yes, you're right.
[AGENT][POSITIVE] Thank you, [PII]. What is a good callback number, please?
[CUSTOMER][NEUTRAL] Uh, my callback number is [PII], and it's a direct line.
[AGENT][NEUTRAL] Thank you, [PII]. And do you have a claim number or policy number? I can help you with that claim status.
[CUSTOMER][NEUTRAL] Yeah, I have the policy number, which is 023893887.
[AGENT][NEUTRAL] Thank you, [PII]. And do you mind verifying the name and the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII] and date of birth for him is [PII].
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] And it would be a pleasure to assist you with that claim status for [PII]. So so what is the data service?
[CUSTOMER][NEUTRAL] OK. Do you service on [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yes, you're right. Uh-huh.
[AGENT][NEUTRAL] I'm checking claim history for [PII] and I do not have a claim on file for [PII].
[CUSTOMER][POSITIVE] Oh, thank you so much. Can you please verify the patient's eligibility?
[AGENT][NEUTRAL] Yes, ma'am. The patients, uh, the effective date is [PII] and the policy is current.
[CUSTOMER][POSITIVE] Thank you so much. And [PII], can I get a call, I mean, can I get the spelling of your name and the call reference number, please?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And [PII], we do have a claims fax.
[CUSTOMER][POSITIVE] Thank you so.
[AGENT][NEUTRAL] If you want to send that claim via fax, we will need the primary EOB.
[CUSTOMER][POSITIVE] Oh sure, of course. Thank you so much for that information, [PII]. And uh have a good day. Bye-bye and take care.
[AGENT][POSITIVE] And thank you for calling APL test. It was a pleasure to assist you with that claim status. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.