AccountId: 011433970860
ContactId: 061a6a90-b1f4-4df6-96c5-97c87cfe1c79
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152919 ms
Total Talk Time (AGENT): 71237 ms
Total Talk Time (CUSTOMER): 43444 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/061a6a90-b1f4-4df6-96c5-97c87cfe1c79_20250304T19:50_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling in regards to a claim status for a member.
[AGENT][NEUTRAL] OK, sure, I can assist you with claim status, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02542891
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK, all right, that's. May I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] $1,573.
[AGENT][NEUTRAL] OK, let me see if I can find this claim, and that's for [PII], correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And for future, you can check claim status online through our website at [PII] and that's just optional.
[AGENT][NEUTRAL] And let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, looks like we received this claim on [PII] and we processed [PII], and it, it needs the primary EOB.
[AGENT][NEUTRAL] We reprocess so we need primary explanation benefits.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Do you all have a fax number?
[AGENT][NEUTRAL] Yes, fax number is [PII].
[CUSTOMER][NEUTRAL] OK, and may I have a call reference?
[AGENT][NEUTRAL] We don't have reference numbers. Now you can use my name in today's date if you will.
[CUSTOMER][POSITIVE] OK, alright, well thank you for your help today.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling APR. Have a good day, Ms. [PII].
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][POSITIVE] You're welcome. Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye.