AccountId: 011433970860
ContactId: 0938b1ad-56f5-416d-9f58-b536fac90f89
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 566409 ms
Total Talk Time (AGENT): 121678 ms
Total Talk Time (CUSTOMER): 155098 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/0938b1ad-56f5-416d-9f58-b536fac90f89_20250507T14:47_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, this is [PII] and I'm calling from Tavara's office for the claim status.
[AGENT][NEUTRAL] Can I have your name again?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Did you say [PII]?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Could you spell your name cause I'm not sure what it is that you're saying.
[CUSTOMER][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, it's [PII]. It's [PII]. It's [PII].
[AGENT][NEUTRAL] Thank you. Can I have a callback number for you and that policy number, the member that you're calling to check the stats and I'll be.
[CUSTOMER][NEUTRAL] Yeah, it's [PII]. It's a callback number and the policy number it's.
[CUSTOMER][NEUTRAL] 2102180309.
[AGENT][NEUTRAL] What is the member's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, member's name it's.
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] Date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So what is the first name of the member?
[CUSTOMER][NEUTRAL] Um, first name of the member.
[CUSTOMER][NEUTRAL] Mm just a second.
[CUSTOMER][NEUTRAL] OK, uh, it's first name is.
[CUSTOMER][NEUTRAL] [PII], it's uh [PII], and the last name is [PII].
[AGENT][NEUTRAL] And what is the date of birth?
[CUSTOMER][NEUTRAL] Yeah, date of birth, it's, it's [PII].
[AGENT][POSITIVE] Thank you and you're calling to check the status of a client for what data service and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Yeah, the date is uh [PII].
[AGENT][NEUTRAL] What is your procedure called?
[CUSTOMER][NEUTRAL] Uh, that is 99203 and 30.
[CUSTOMER][NEUTRAL] 901.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] This claim was received on [PII]. It was processed [PII]. There was a payment of $278.52 made on this claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Mhm. OK, so this is for like CPD 9920 0 sorry, yeah, it's for 30901 for CBD. So we, uh, $278.52 was that. And what about the uh CBD 99203?
[AGENT][NEUTRAL] The member's policy does not cover office visits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, does not go your office visit. OK, OK, mm.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Yeah, just a second.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so you have to help me out with all the, uh, like we need the facts.
[AGENT][NEUTRAL] So the member's policy for the policy, the member's policy does not cover office visits, so office visits won't be paid.
[CUSTOMER][NEUTRAL] Which
[CUSTOMER][NEUTRAL] OK, fine.
[CUSTOMER][NEUTRAL] OK, OK, got it. So I just need the um claim number.
[AGENT][NEUTRAL] The claim number is 359-4705.
[AGENT][NEUTRAL] It's 359-47005.
[CUSTOMER][NEUTRAL] Oh, can you repeat?
[CUSTOMER][NEGATIVE] It's too fast. Can you go slow?
[AGENT][NEUTRAL] 359-4705
[CUSTOMER][NEUTRAL] Got it. And they provide the, OK, can you fax the UB to us?
[AGENT][NEUTRAL] Yes, what is your fax number?
[CUSTOMER][NEUTRAL] I wanna provide you the fax number.
[CUSTOMER][NEUTRAL] Yeah, it's uh [PII].
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So the number is [PII], correct?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So may I place you on a brief hold while I send this over for you?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I've sent this information over for you by fax. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Oh yes, I only need uh the uh what is the check number for that like we receive the payment? Can I get the check number?
[AGENT][NEUTRAL] 204-1306. That's 2041306.
[CUSTOMER][NEUTRAL] OK, just a second, just a second. I think it's, uh, your voice is getting in and out. It's 208.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] I said 204, 2041306. That's 2041306.
[CUSTOMER][NEUTRAL] Yeah, could you repeat 208?
[CUSTOMER][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] OK, just need the reference number, that's it.
[AGENT][NEUTRAL] We don't provide reference numbers [PII]. You can use my name in today's date as a reference. My name is [PII] and today's date. Is there anything else that I could assist you with today?
[CUSTOMER][POSITIVE] No, thank you so much. Thank you so much. Bye-bye.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day. Goodbye.