AccountId: 011433970860
ContactId: 1dc0df71-7162-402a-9c9b-d5b20fa43c3a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153009 ms
Total Talk Time (AGENT): 71652 ms
Total Talk Time (CUSTOMER): 49934 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/1dc0df71-7162-402a-9c9b-d5b20fa43c3a_20250602T18:39_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Um, hi, yes, my name is [PII], and I'm calling because I have a question on a claim.
[AGENT][NEUTRAL] OK, I can verify claim status for you. And Miss [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] It is 02440225 and I'm so sorry I didn't catch your name.
[AGENT][NEUTRAL] Uh, yes, ma'am. It's [PII], last initial [PII]
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] You're welcome. And Ms. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, ma'am. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII], the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] Uh, this was for [PII], and the total bill was $865.
[AGENT][NEUTRAL] Thank you. And do you have the balance after Primary has processed the claim?
[CUSTOMER][NEUTRAL] Yes, 9517.
[AGENT][NEUTRAL] Um, I don't show that claim has been received. Uh, can you verify the address it was submitted to?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes, this was submitted to.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, that could be the reason our mailing address changed to [PII], so I can give you the current address and or a fax number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. The mailing address is [PII].
[AGENT][NEUTRAL] [PII]. [PII].
[CUSTOMER][NEUTRAL] And can I get that fax number too just in case?
[AGENT][NEUTRAL] Yes, ma'am. [PII].
[CUSTOMER][NEUTRAL] Perfect, is there a reference number for this call?
[AGENT][NEUTRAL] Uh, if you like, you may use my name in today's date, and Miss [PII], is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] Um, no, that's it. Thank you so much.
[AGENT][POSITIVE] Oh yes, ma'am. Thank you for calling APL have a great day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.