AccountId: 011433970860
ContactId: 295dcbff-a210-4cce-a75b-6b432e72fc1a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155119 ms
Total Talk Time (AGENT): 71884 ms
Total Talk Time (CUSTOMER): 38001 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/295dcbff-a210-4cce-a75b-6b432e72fc1a_20250213T22:00_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling from Yuma Regional Medical Center, and I was calling to check claim status.
[AGENT][NEUTRAL] Sure, I can assist you with claim status, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Policy number is 01605725.
[AGENT][NEUTRAL] OK thank you um let me see.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][NEUTRAL] All right. And what is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] [PII] for $836.
[AGENT][NEUTRAL] OK. All right, let me see if I can find this claim for you and that was [PII], 836 is the total charge.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And I just need to let you know that for the future you can check claim status online through our website at [PII] and that's just optional.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I don't have a claim for [PII] for this number.
[CUSTOMER][NEUTRAL] OK, um, can you give me the correct mailing address?
[AGENT][NEUTRAL] Sure, the correct mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK, that's probably why you don't have it. We sent it to the wrong address.
[AGENT][NEUTRAL] OK. Mhm.
[CUSTOMER][POSITIVE] So I will go ahead and get these uh sent to you guys thank you so much.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today, Miss [PII]?
[CUSTOMER][POSITIVE] Oh, that's all, thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling ATO. Have a good day.
[CUSTOMER][POSITIVE] Thank you bye bye.