AccountId: 011433970860
ContactId: 23259a4d-2d03-4042-8523-bbbd4532ec1c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 304899 ms
Total Talk Time (AGENT): 104808 ms
Total Talk Time (CUSTOMER): 103798 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/23259a4d-2d03-4042-8523-bbbd4532ec1c_20250304T16:10_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] [PII], I just want.
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello. Now you can hear me?
[AGENT][NEUTRAL] I can hear you now, yes. How may I assist you?
[CUSTOMER][NEUTRAL] OK, OK, sir. Thank you. Uh, I'm calling you from Delhi Medical Center. I just want to check on a claim, whether a claim is on file or not for a patient.
[AGENT][NEUTRAL] OK, um, sure, I can assist you with claims. So may I have your name?
[CUSTOMER][NEUTRAL] My name is [PII]. Last [PII] [PII].
[AGENT][NEUTRAL] OK, may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, of course. The callback number will be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And what is the patient's policy number?
[CUSTOMER][NEUTRAL] Patient policy number is
[CUSTOMER][NEUTRAL] 0256
[CUSTOMER][NEUTRAL] 0598.
[AGENT][NEUTRAL] OK what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] First name will be [PII]. Last name will be [PII]
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] OK, um, Miss [PII], the policy number is not pulling that person. Can you repeat that policy number one more time?
[CUSTOMER][NEUTRAL] OK. The policy number will be 025.
[CUSTOMER][NEUTRAL] 6059
[AGENT][NEUTRAL] The last two digits, is it 92 or 98?
[CUSTOMER][NEUTRAL] 92.
[AGENT][NEUTRAL] OK, now I mean we have a bad connection. I'm not sure if it's too weather, but.
[AGENT][NEGATIVE] It's breaking up a little.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you said it was for [PII], and can you repeat that date of birth one more time?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] And this for this question is
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] And build the amount will be good.
[AGENT][NEGATIVE] OK. Can you repeat? You're breaking up.
[AGENT][NEUTRAL] You said [PII].
[CUSTOMER][NEUTRAL] Wait.
[CUSTOMER][NEUTRAL] Yes, it will be of December.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] 17, OK.
[AGENT][NEUTRAL] 24. OK. And how much is it for?
[CUSTOMER][NEUTRAL] It will be of 4626.70 cents, 70 cents, 4,626.70 cents.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And again, the date of service is [PII], correct?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK. All right, let me see if I can find this claim for you, OK? One moment.
[CUSTOMER][POSITIVE] OK, take your time.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, it looks like um we received the claim on [PII] and we process the claim [PII] and we're needing the primary explanation of benefits.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] You need, OK, you are needing primary, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] What will be the claim number?
[AGENT][NEUTRAL] Alright, the claim number is 3554788.
[CUSTOMER][NEUTRAL] And what will be mailing address?
[AGENT][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. And what will the call reference number?
[AGENT][NEUTRAL] We don't have reference numbers, you can use my name in today's date.
[CUSTOMER][POSITIVE] OK, yeah. So that will be all then. Thank you so much for your help.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day, Mr. [PII].
[CUSTOMER][NEUTRAL] You too. Bye-by