AccountId: 011433970860
ContactId: 33fcfcc5-5e27-4089-8bc5-4e4fd3c40c43
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 414739 ms
Total Talk Time (AGENT): 107416 ms
Total Talk Time (CUSTOMER): 79835 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/33fcfcc5-5e27-4089-8bc5-4e4fd3c40c43_20250520T17:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the provider's office regarding claim status.
[AGENT][NEUTRAL] OK, I can check on a claim for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, sure. That's uh [PII] to direct line.
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The policy number will be 25.
[CUSTOMER][NEUTRAL] 665999
[AGENT][NEUTRAL] OK and what was the name for the member please?
[CUSTOMER][NEUTRAL] And the first name is [PII] and the last name is [PII] and the date of birth is gonna be [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that and what was the date of service for this claim, please?
[CUSTOMER][NEUTRAL] And the service is gonna be [PII].
[AGENT][NEUTRAL] That was [PII] and then what was that bill amount please?
[CUSTOMER][NEUTRAL] Yeah, that's uh $400.32 even.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII], do you have the tax ID for this provider?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And the tax ID will be.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Hello [PII].
[AGENT][POSITIVE] [PII], I appreciate your patience. Bear with me just a moment.
[CUSTOMER][POSITIVE] Yeah, sure. Take your time.
[AGENT][POSITIVE] OK [PII], thank you so much for waiting. So uh we did receive this claim, uh, it looks like we did pay a benefit of $116.42. Uh, let me know when you're ready and I can get you that claim number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, that is 35.
[AGENT][NEUTRAL] 78.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 321.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, you have paid $116.42 right?
[AGENT][POSITIVE] That's correct.
[AGENT][NEUTRAL] I've got that check number as well if you need that.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, yeah, please.
[AGENT][NEUTRAL] OK, that is 20.
[AGENT][NEUTRAL] 34107 you'll give me one moment, I will see when that was issued.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so this check was issued [PII], and I am showing that it did clear [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. I uh, can you please, uh, fax the UB to the fax number which I give you now?
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Oh yes, I'm ready for that fax number mhm.
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] One moment please.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah, are you ready?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's uh 866.
[CUSTOMER][NEUTRAL] 313
[CUSTOMER][NEUTRAL] 9936.
[AGENT][NEUTRAL] OK, I'm going to read that back to make sure I heard that correctly. That was [PII].
[CUSTOMER][POSITIVE] Yeah, that's right.
[AGENT][POSITIVE] Alright, I will go ahead and get that sent now. I should get it within about 10 minutes or so. Was there anything else I could help you with?
[CUSTOMER][POSITIVE] Yeah, that's it for today. Thank you so much. Can you please provide the call reference with your name?
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Yes, the reference number would be my first name, last initial, and today's date, and so my name is spelled [PII]
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, thank you so much. Thank you for assisting me. Happy speaking with you. Have a great day. Bye-bye. Take care.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Thanks for calling APL. You too. Thank you. bye bye.
[CUSTOMER][NEUTRAL] Yeah.