AccountId: 011433970860
ContactId: 2928265c-ca37-4ab1-a765-200f518e59f6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103699 ms
Total Talk Time (AGENT): 38877 ms
Total Talk Time (CUSTOMER): 39492 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/2928265c-ca37-4ab1-a765-200f518e59f6_20241230T17:17_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Yes, I'm calling from a provider's office just to find out if there's a claim on file for a patient.
[AGENT][POSITIVE] I'll be happy to assist with claim status today. May I have your first name please?
[CUSTOMER][NEUTRAL] My name is [PII] and the spelling of your name please?
[AGENT][NEUTRAL] It's [PII]
[AGENT][POSITIVE] And [PII], if I can get a good call back number for you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Policy number is 01829142M as in Mary L as in Larry 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] And I errierro [PII].
[AGENT][POSITIVE] Thank you for that information and the date of service for the claim.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm not sure we have that claim on file.
[CUSTOMER][NEUTRAL] OK, where can I send the claim to?
[AGENT][NEUTRAL] Um, do you wanna mail it, fax it, or need our payer ID?
[CUSTOMER][NEUTRAL] I can take a fax.
[AGENT][NEUTRAL] Fax number is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect thank you so much. May I have a reference number?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I can assist with today?
[CUSTOMER][POSITIVE] No, that'll be all thank you.
[AGENT][POSITIVE] Thank you for calling ATO have a good day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Mm.