AccountId: 011433970860
ContactId: fdd9d7a0-ea33-482b-aee9-31220304ecc2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151210 ms
Total Talk Time (AGENT): 37048 ms
Total Talk Time (CUSTOMER): 61833 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/fdd9d7a0-ea33-482b-aee9-31220304ecc2_20250509T20:24_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from a provider's office. I'm trying to get the status of a claim.
[AGENT][NEUTRAL] OK, I be I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the provider's name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Yes, OK.
[CUSTOMER][NEUTRAL] 02607909
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And what was the date of service?
[CUSTOMER][NEUTRAL] [PII] and [PII].
[CUSTOMER][POSITIVE] Hi, good afternoon. This message is for Ms. [PII] and Mr. [PII]. I'm calling from [PII] so I just wanted to let you guys know that you are due for your exam and meeting. So if you could please give us a call back at [PII]. We greatly appreciate it. Also, at the moment we are offering free warning to qualifying patients, so don't miss out. Thank you.
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] OK, you said 4, what were the dates again?
[CUSTOMER][NEUTRAL] The date of [PII] and [PII].
[AGENT][NEUTRAL] OK. It looks like we have a claim for 421, um, that's currently being processed.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] And you don't have, you haven't received the 426?
[AGENT][POSITIVE] Correct. [PII] is the patient on that one as well.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, just have that 421 on file and it's being processed.
[CUSTOMER][NEUTRAL] But you can't tell me how much is being paid yet or anything like that?
[AGENT][NEUTRAL] No, it's in processing.
[CUSTOMER][NEUTRAL] your message
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Um.
[CUSTOMER][NEUTRAL] Can I have your name and a reference number?
[AGENT][NEUTRAL] Uh, it's my name, [PII], and today's date for the reference number.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you for calling APL. Have a great weekend.
[CUSTOMER][NEUTRAL] You too.