AccountId: 011433970860
ContactId: 1f8f2a27-27fd-4fb7-9a4a-ae4da62ad803
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 257858 ms
Total Talk Time (AGENT): 68322 ms
Total Talk Time (CUSTOMER): 129781 ms
Interruptions: 2
Overall Sentiment: AGENT=-0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/1f8f2a27-27fd-4fb7-9a4a-ae4da62ad803_20250404T15:54_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII] calling from provider office. Can you help me with the claim status?
[AGENT][NEUTRAL] OK. Did you say your name was [PII]?
[CUSTOMER][NEUTRAL] For rental?
[CUSTOMER][NEUTRAL] That's correct. And your name, [PII] that I heard or something?
[AGENT][NEUTRAL] [PII] And do you have a callback number I can get in case we get disconnected, I can call you back.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh yup, I do have.
[CUSTOMER][NEUTRAL] Yeah, that's the direct line by the way [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah, I do. One sec. Sorry, ma'am, but that's for 52004 our call location. That's the ending you can change 520 ending and what's all the thing you need, the location, right?
[AGENT][NEUTRAL] The policy number?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] So it starts with 02507999.
[AGENT][NEUTRAL] OK. I can't hear you. Um, I can hear somebody else talking over you. What, what's the number again?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, just 02507999.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] OK. Give it to me one more time. I didn't get all of it.
[CUSTOMER][NEUTRAL] Sure, sure.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yes, sorry. So it start with, I just said tell that guy 202507999.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And the patient's name?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you were just needing claim status?
[CUSTOMER][NEUTRAL] Yes. It's for service 22425.
[CUSTOMER][NEUTRAL] When he comes OK I can uh send out a.
[CUSTOMER][NEUTRAL] But with this week would you like to compare.
[AGENT][NEUTRAL] And what's the procedure code?
[CUSTOMER][NEUTRAL] That is B 2931.
[CUSTOMER][NEUTRAL] And if you want to build on 333 333. Sure, sure.
[AGENT][NEUTRAL] OK, hold on one moment and I'll look for you.
[AGENT][NEUTRAL] 29.
[AGENT][NEUTRAL] We did get the claim in it is not covered under this policy.
[CUSTOMER][NEUTRAL] This code is not covered?
[AGENT][NEGATIVE] It is not covered.
[CUSTOMER][NEUTRAL] Oh, OK. Can you tell me the claim number and if possible, can you send me the fax copy?
[AGENT][NEUTRAL] The claim number is 3573776.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Ma
[AGENT][NEUTRAL] What's your fax number?
[CUSTOMER][NEUTRAL] [PII]. Yes, one second. So it's [PII].
[AGENT][NEUTRAL] OK, can you repeat that one more time? [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] [PII], that is 3666922.
[AGENT][NEUTRAL] OK, I'll fax that to you. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Uh, no, that is just a reference number. Thank you so much, [PII].
[AGENT][NEUTRAL] We do.
[AGENT][NEUTRAL] You're welcome. Um, we do not have reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] Oh, OK, sure, no problem. Thank you. Hope you have a wonderful day. Bye-bye.
[AGENT][POSITIVE] Thank you, [PII], for calling APL you as well.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Bye bye.