AccountId: 011433970860
ContactId: 13295c3a-33ea-4da6-b50a-cad6856a0884
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195679 ms
Total Talk Time (AGENT): 64589 ms
Total Talk Time (CUSTOMER): 78300 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/13295c3a-33ea-4da6-b50a-cad6856a0884_20250610T22:05_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I need to um check.
[CUSTOMER][NEUTRAL] If there's a claim on file please.
[AGENT][NEUTRAL] OK, and may I ask who's calling?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Give me 1 2nd we have.
[CUSTOMER][NEUTRAL] C 49000062
[AGENT][NEUTRAL] I'm sorry, say that one more time.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] D as in David, 49.
[CUSTOMER][NEUTRAL] 4 consecutive 0.
[CUSTOMER][NEUTRAL] And then 62.
[AGENT][NEUTRAL] Uh, it's not one of our policy numbers. Do you have the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Let me look at the insurance card. I don't know why we have it loaded like that in the system. Uh, the policy on the card is 02595600.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And Miss [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth, please?
[CUSTOMER][NEUTRAL] It is for [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] It is $4925 bill amount is $1,123.
[AGENT][POSITIVE] OK, thank you, give me one moment.
[AGENT][NEUTRAL] You said a do uh Lord words data service was [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It might not be on file because I'm comparing the addresses on the insurance card to what we sent and it's off.
[AGENT][NEUTRAL] Yes, ma'am. I don't show that claim has been received. Um, what address was it sent to?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, it's [PII], yeah.
[CUSTOMER][NEUTRAL] But it's [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII], right? OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And you guys only accept those by um mail?
[AGENT][NEGATIVE] No, uh, claims to be faxed or sent electronically.
[CUSTOMER][NEUTRAL] Oh, can I have the fax number please?
[AGENT][NEUTRAL] Yes, ma'am. [PII].
[CUSTOMER][NEUTRAL] OK, your name again is?
[AGENT][NEUTRAL] It's [PII] last initial [PII]
[CUSTOMER][POSITIVE] Thank you so much for your help.
[AGENT][POSITIVE] Yes ma'am, thank you for calling APL have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.