AccountId: 011433970860
ContactId: 1c3aad84-aa94-4060-a3bb-6a05815f29c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 258079 ms
Total Talk Time (AGENT): 79075 ms
Total Talk Time (CUSTOMER): 74203 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/1c3aad84-aa94-4060-a3bb-6a05815f29c1_20250312T19:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm trying to check the status of a claim. Can you help me?
[AGENT][NEUTRAL] I can. What's the policy number?
[CUSTOMER][NEUTRAL] 02506178
[AGENT][NEUTRAL] And your name?
[CUSTOMER][NEUTRAL] My name is [PII] and I'm with Strand GI.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's a what's a good call back number in case we're disconnected?
[CUSTOMER][NEUTRAL] My direct line is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] I'm pulling up the account.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Verify the patient's name and date of birth for me?
[CUSTOMER][NEUTRAL] His name is [PII], and his date of birth is [PII].
[AGENT][NEUTRAL] OK, and we're checking claim status um for what date of service?
[CUSTOMER][NEUTRAL] The date of service is.
[CUSTOMER][NEUTRAL] [PII] and it was for $1,265.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You said [PII]? I'm not showing a date of service for [PII].
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] You said [PII] is a patient, right?
[CUSTOMER][NEUTRAL] Yeah, because I had
[CUSTOMER][NEUTRAL] Yes, I had 3 claims on that service.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do not see [PII].
[AGENT][NEUTRAL] What are the other two
[CUSTOMER][NEUTRAL] Um, well, you wouldn't have gotten anything on the two because the primary insurance paid primary.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Paid it up.
[CUSTOMER][NEUTRAL] But yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I don't show that we've received the date of service of [PII].
[CUSTOMER][NEUTRAL] OK, um, could I fax it or?
[AGENT][NEUTRAL] Sure, you can let me know when you're ready for the fax number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] It's 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[AGENT][NEUTRAL] And make it to the attention of claims please.
[CUSTOMER][NEUTRAL] protect your clients.
[AGENT][NEUTRAL] And just so you know, [PII], you um can check claim status online um at secured oh you did? Oh, it's because it's not, it's not up so we don't, we don't show it received so you're not gonna find it online either because it hasn't been received. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll try to pull it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK, OK, so just, OK, and just a reference for a call please.
[AGENT][NEUTRAL] My name in today's date, [PII]. And did you have any other questions we can help out with today, [PII]?
[CUSTOMER][POSITIVE] No ma'am, that's it, and I will get this faxed over. Thank you for your help.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Alrighty. You're welcome.