AccountId: 011433970860
ContactId: 217252cc-db18-444d-9886-b66e6f0401c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198960 ms
Total Talk Time (AGENT): 62850 ms
Total Talk Time (CUSTOMER): 70028 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/217252cc-db18-444d-9886-b66e6f0401c8_20250520T20:35_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, I was just calling to check on claim status for one of our patients.
[AGENT][NEUTRAL] OK. Well, I can verify claim status for you. And your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Do you want the policy er number or the medical ID number?
[AGENT][NEUTRAL] Policy cert number.
[CUSTOMER][NEUTRAL] 023 05607.
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And Ms. [PII], what's the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, and the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] Day of service is [PII] and the bill amount is $564.
[AGENT][POSITIVE] OK, thank you. Give me one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I do not show we received that claim. Uh, can you verify the mailing address it was submitted to?
[CUSTOMER][NEUTRAL] We have um [PII].
[AGENT][POSITIVE] Yes, ma'am. That is the correct address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, if you like, I can give you a fax number if you like to fax the claim to us.
[CUSTOMER][NEUTRAL] Sure, um, also, what is like the patient's plan name? What's the name of the plan?
[AGENT][NEUTRAL] Uh, HR or hospital indemnity.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what's that fax number?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And do I need to make it to attention to claims?
[AGENT][NEUTRAL] Uh, just, yes, ma'am, just pension claims.
[CUSTOMER][NEUTRAL] OK, and then we should use the uh the that number that I gave you and not the other one, correct?
[AGENT][POSITIVE] Correct. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty well I appreciate your help. um, can I get a call reference number?
[AGENT][NEUTRAL] Are you're welcome.
[AGENT][NEUTRAL] Um, if you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh [PII] last initial [PII]
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][POSITIVE] I appreciate all your help thank you.
[AGENT][POSITIVE] Uh, yes, ma'am, and thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Mm bye.