AccountId: 011433970860
ContactId: 16c98e1f-5ad1-4b80-b950-2acf99e08a47
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 586270 ms
Total Talk Time (AGENT): 103627 ms
Total Talk Time (CUSTOMER): 57899 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/16c98e1f-5ad1-4b80-b950-2acf99e08a47_20250317T16:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] And this is EMC with OST surgery and checking status of a medical claim.
[AGENT][POSITIVE] OK Miss [PII], I can help you with client.
[AGENT][NEUTRAL] Um, can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] Thank you ma'am and then what was the name of the facility you said you were calling from?
[CUSTOMER][NEUTRAL] OSC surgery.
[AGENT][NEUTRAL] Oh, I see.
[AGENT][NEUTRAL] Surgery. OK, thank you. The patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] I'm [PII] [PII].
[AGENT][NEUTRAL] OK let me see if I can pull her policy up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I do show that [PII] um does have the policy. Um, can you please give me the date of service and the charge amount for the?
[CUSTOMER][NEUTRAL] Um, [PII] for 470.
[AGENT][NEUTRAL] OK, and then what is the charge amount after the primary.
[CUSTOMER][NEUTRAL] Um 2249 11.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold while I look up this claim for you and I will be right back.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you, Ms. [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me, Miss [PII]. So I've got the claim pulled up. The claim number is 353.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] 43.
[AGENT][NEUTRAL] And the claim
[AGENT][NEUTRAL] Had all payable benefits were applied towards the policy deductible.
[CUSTOMER][MIXED] Deductible OK.
[CUSTOMER][NEUTRAL] Are you able to fax me an EOB?
[AGENT][NEUTRAL] Yes I can. What is your fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm gonna put you on another hold real quick while I get that fax ready for you and I'll be right back.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Miss [PII], I wanted to let you know I haven't forgot about you. It's just take a moment for this to load so I can send it over.
[CUSTOMER][POSITIVE] OK, wonderful, thank you.
[AGENT][POSITIVE] All right. Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me. I have that on its way to you now, Miss [PII].
[CUSTOMER][POSITIVE] Wonderful. Do you get out call reference numbers?
[AGENT][NEUTRAL] Yes, you can use my name [PII] in today's date.
[CUSTOMER][POSITIVE] All right, thanks for your help.
[AGENT][POSITIVE] You're very welcome. You have a wonderful day. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, that was it thank you.
[AGENT][NEUTRAL] OK, thank you for calling APL.
[AGENT][NEUTRAL] Bye bye, ma'am.
[CUSTOMER][NEUTRAL] Uh bye bye.