AccountId: 011433970860
ContactId: 241018cf-9573-4b80-94f2-7fda95f3e711
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216929 ms
Total Talk Time (AGENT): 47374 ms
Total Talk Time (CUSTOMER): 96232 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/241018cf-9573-4b80-94f2-7fda95f3e711_20250606T14:38_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mm. Hi, [PII]. My name is [PII].
[CUSTOMER][NEUTRAL] Calling for promotional Medical Center looking for the claim status.
[AGENT][NEUTRAL] OK, I can help you with claim status. And can you spell your name for me?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The policy number for the patient?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Ah yes, it's.
[CUSTOMER][NEUTRAL] 02405607
[AGENT][NEUTRAL] That was 024560.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 7
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And date of service and bill charges?
[CUSTOMER][NEUTRAL] Um, the date of service, um, [PII] and the bill charges $1,226.
[AGENT][NEUTRAL] It was the [PII] or?
[CUSTOMER][NEUTRAL] Yes. Um, [PII].
[AGENT][NEUTRAL] OK, [PII]. OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, it looks like we received that claim on.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] It was processed on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, I have all the information about the claim. Sorry to interrupt you, [PII], but I just want the, the explanation of benefits.
[AGENT][NEUTRAL] OK, you're needing it fast or?
[CUSTOMER][NEUTRAL] Uh yes, you can fax it, uh, and the fax number [PII].
[CUSTOMER][NEUTRAL] 488
[CUSTOMER][NEUTRAL] 5570.
[AGENT][NEUTRAL] OK. Did you have any other claims for this member?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Uh, no, thank you so much.
[CUSTOMER][NEUTRAL] I have just one claim.
[AGENT][NEUTRAL] OK, I
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, OK. May I know the turnaround time to access the EOB?
[AGENT][NEUTRAL] Uh, it'll just take a few minutes, just about 2 to 5 minutes.
[CUSTOMER][NEUTRAL] OK. And may I have the call reference number?
[AGENT][NEUTRAL] It's my name is [PII], and today's date.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII], for providing me the information. Have a good day. Bye-bye. Thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. You too. Bye bye.