AccountId: 011433970860
ContactId: 13ec8076-509f-4a19-a448-02838ab4a7dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237570 ms
Total Talk Time (AGENT): 84834 ms
Total Talk Time (CUSTOMER): 70817 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/13ec8076-509f-4a19-a448-02838ab4a7dd_20250128T16:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII] calling from provider's office to check up on our claim status. Also, this call is been recorded for quality training purposes. Are you OK with that?
[AGENT][NEUTRAL] Yeah, and I could check on a claim for you. I'm sorry, you said your name was [PII]?
[CUSTOMER][POSITIVE] It's free now.
[AGENT][NEUTRAL] [PII], OK, sorry about that. Um, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] Uh, sure, it would be [PII]. Also, can you spell out your name for me?
[AGENT][NEUTRAL] Yes, it's [PII]. I'm sorry, [PII], could you repeat that phone number for me?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Appreciate that thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just give me a moment.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah, the policy number would be.
[CUSTOMER][NEUTRAL] 024
[CUSTOMER][NEUTRAL] 24996 M as in Mike L as in Lima number 8.
[AGENT][NEUTRAL] All right, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII] and what was the date of service for this claim?
[CUSTOMER][NEUTRAL] It's [PII] total charge $500 even.
[AGENT][NEUTRAL] So that was [PII] for $500?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, so I did find this claim, uh, but I appreciate your patience. So we were, uh, missing the uh copy of the primary EOB for this claim.
[CUSTOMER][NEUTRAL] Uh, when did you receive the claim?
[AGENT][NEUTRAL] The claim has received uh [PII].
[AGENT][NEUTRAL] And it was processed [PII].
[CUSTOMER][NEUTRAL] OK, just give me a moment.
[CUSTOMER][NEUTRAL] Can you help me with the fax number?
[AGENT][NEUTRAL] Yes, our fax number is [PII].
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][POSITIVE] Thank you so much. Can you help me with the claim number and the reference number?
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Yes, claim number is 3546981.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then a reference number would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] And was there anything else I could help you with then?
[CUSTOMER][POSITIVE] Uh, no, thank you so much. That's it for today. Hope you have a wonderful day.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, thanks for calling APL you too bye bye.
[CUSTOMER][POSITIVE] Bye-bye. Take care.
[AGENT][NEUTRAL] You too.