AccountId: 011433970860
ContactId: 16b75961-09c1-4ebb-9506-ef452f365a03
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127900 ms
Total Talk Time (AGENT): 59458 ms
Total Talk Time (CUSTOMER): 44919 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/16b75961-09c1-4ebb-9506-ef452f365a03_20250218T16:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from Evans Dermatology. I'm trying to check the status of a claim for a patient.
[AGENT][NEUTRAL] Sure, I can check on a claim for you. I'm sorry, you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] 02356084
[AGENT][NEUTRAL] OK, thank you and then what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Alright, thank you for verifying that, [PII]. Uh, what was the date of service for this claim?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] OK, and they are billed them out, please.
[CUSTOMER][NEUTRAL] $393.30.
[AGENT][NEUTRAL] Got it, thank you. That was [PII]?
[CUSTOMER][NEUTRAL] Yep
[AGENT][NEUTRAL] All right, one moment.
[AGENT][NEUTRAL] I am not showing that we've received a claim for that date of service.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, is there any way I can fax it or?
[AGENT][NEUTRAL] Yeah, yeah, I've got a mailing address fax number and a pair ID um that fax number is 877.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] And what's that payer ID?
[AGENT][NEUTRAL] That is 60801.
[CUSTOMER][NEUTRAL] All right, um, can I get a call reference number?
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] Last initial is [PII] Was there anything else I could help you with?
[CUSTOMER][NEGATIVE] No thank you so much.
[AGENT][POSITIVE] OK, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you, bye bye.