AccountId: 011433970860
ContactId: 2dd282f3-bff4-4b8b-b7cd-b9cfe9714cb3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198949 ms
Total Talk Time (AGENT): 69639 ms
Total Talk Time (CUSTOMER): 53466 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/2dd282f3-bff4-4b8b-b7cd-b9cfe9714cb3_20250328T20:24_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] Hello, this is
[CUSTOMER][NEGATIVE] Hi you was breaking up and I didn't get your name.
[AGENT][NEUTRAL] I'm sorry. My name is [PII].
[CUSTOMER][NEUTRAL] Thank you. So my name is [PII]. I'm calling for claim status.
[AGENT][NEUTRAL] Mhm.
[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] [PII].
[AGENT][NEUTRAL] Mm thank you. And may I have um the patient's policy number?
[CUSTOMER][NEUTRAL] 024771117.
[AGENT][NEUTRAL] OK, and the name of the facility you're calling from for my notation.
[CUSTOMER][NEUTRAL] Orthopedic Center in [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, that's not who I pulled. Can you repeat that number one more time?
[CUSTOMER][NEUTRAL] 024.
[CUSTOMER][NEUTRAL] 771117.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] OK, here we go.
[AGENT][NEUTRAL] And what is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] [PII], 2025557.
[AGENT][NEUTRAL] OK, thank you. Let me see if I can find this claim for you and that was [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] There are no claims on file for this number.
[AGENT][NEUTRAL] It's.
[CUSTOMER][NEUTRAL] OK, just to verify the claims address I have is [PII].
[AGENT][POSITIVE] Yes, that is correct. Mhm.
[CUSTOMER][NEUTRAL] OK, and could the claim be faxed?
[AGENT][NEUTRAL] Yes, you can fax it or mail it. Um, the fax number is [PII].
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK, do you get a reference numbers so?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day, Miss [PII].