AccountId: 011433970860
ContactId: 29cd4960-0963-492e-9b08-e1585be99382
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172679 ms
Total Talk Time (AGENT): 52267 ms
Total Talk Time (CUSTOMER): 54911 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/29cd4960-0963-492e-9b08-e1585be99382_20250429T14:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] I'm calling to check status on some secondary claims that we never received payment.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with claim status. Um, first, could I get your name and a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the first policy number.
[CUSTOMER][NEUTRAL] 023 07961
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you. Um, now I need the date of service and bill charges on the claim.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] $197.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You said that was for [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I'm not showing that claim on file. Um, would you like to verify how it was submitted?
[CUSTOMER][NEUTRAL] It went paper.
[CUSTOMER][NEUTRAL] With the primary EOB.
[AGENT][NEUTRAL] And what address was it mailed to?
[CUSTOMER][NEUTRAL] Uh, let me look here.
[CUSTOMER][NEUTRAL] Oh hold on, I get out of this [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] So the policy is in effect?
[AGENT][POSITIVE] Yes, ma'am, it is active.
[CUSTOMER][NEUTRAL] Let's see what address I have here.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh yes, ma'am. That's the correct mailing address. Um, claims can also be faxed in and we have a pair ID.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] What's your fax number?
[AGENT][NEUTRAL] Um, the fax number is [PII].
[AGENT][NEUTRAL] [PII] and please attention it to the claims department.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, I'll do that. All right, thank you for your help and time have a good day.
[AGENT][NEUTRAL] Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No ma'am that's it thank you.
[AGENT][POSITIVE] Thank you again [PII]