AccountId: 011433970860
ContactId: 22360f9b-c36b-4e05-90d6-ec34e5259c80
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210259 ms
Total Talk Time (AGENT): 94393 ms
Total Talk Time (CUSTOMER): 73709 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/22360f9b-c36b-4e05-90d6-ec34e5259c80_20250117T20:24_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling PL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII] calling from Bo's Imaging Center, and I'm regarding the claim status for our patient, [PII]. So could you please help me with that information?
[AGENT][NEUTRAL] OK, sure, I can assist you with claim status, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, wait a second.
[CUSTOMER][NEUTRAL] It is 1403284.
[AGENT][NEUTRAL] OK. May I have Ms. [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Yes. It is [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And may I have the date of service and the amount of the claim or the claim number if you have it?
[CUSTOMER][NEUTRAL] Yes, the date of service is [PII], amount for $128.39. And I don't have the claim number. I'm sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And that was in [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] What is the claim number?
[CUSTOMER][NEUTRAL] I don't have the claim number.
[AGENT][NEUTRAL] Oh, you don't have the claim number. OK. Thank you. I thought you said I do have it. OK. Bear with me just a second. Um, let me see if there's another policy because this one is an old policy. Bear with me.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I don't see any claims for [PII] for this member, um.
[AGENT][NEUTRAL] Yep, there's no claims on file at all. Um, I can go ahead and provide you with the correct policy number and the address to submit the claim if you would like.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, um, the correct policy number is 02.
[AGENT][NEUTRAL] 107084.
[AGENT][NEUTRAL] The address to submit the claim is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] I you.
[CUSTOMER][POSITIVE] OK. OK. Thank you so much for your help. I hope you have a wonderful day.
[AGENT][POSITIVE] You're welcome. You as well. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] Oh, thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day. Bye bye.
[CUSTOMER][NEUTRAL] Yes, well, goodbye.