AccountId: 011433970860
ContactId: 3483fda8-28c2-4f21-b034-1c891fbcdea3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 382739 ms
Total Talk Time (AGENT): 125609 ms
Total Talk Time (CUSTOMER): 125538 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/3483fda8-28c2-4f21-b034-1c891fbcdea3_20250523T15:59_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, this is [PII] calling from billing office. Uh, I want to discuss about the claim status.
[AGENT][NEUTRAL] OK, sure, I can assist you with claims. Can you repeat your name?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Can I get your name? I didn't get your name in the beginning.
[CUSTOMER][NEUTRAL] Uh, I am [PII] and the last name is [PII].
[AGENT][NEUTRAL] OK, thank you, Mr. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, my callback number is [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, 02486015.
[AGENT][NEUTRAL] Thank you. And may I have the name of the facility you're calling from, Mr. [PII]?
[CUSTOMER][NEUTRAL] Pacific Taxiology Laboratory.
[AGENT][NEUTRAL] You said Pacific?
[CUSTOMER][NEUTRAL] Toxicology Laboratory.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, the patient, first name is [PII] and last name is [PII], and date of birth is [PII]. And the date of service is uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. How much is the total charge for [PII]?
[CUSTOMER][NEUTRAL] On total bill amount is $569.
[AGENT][NEUTRAL] 569.
[CUSTOMER][NEUTRAL] Yeah, $569.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] And this is for dental or medical?
[CUSTOMER][NEUTRAL] It's for medical.
[AGENT][NEUTRAL] OK, let me.
[AGENT][NEUTRAL] I don't have any claims for this member for medical.
[AGENT][NEUTRAL] No, you had the wrong number. I can provide you with the correct policy number.
[CUSTOMER][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] And can you uh please provide me the correct policy number?
[AGENT][NEUTRAL] Sure. The correct policy number is 02.
[AGENT][NEUTRAL] 48
[CUSTOMER][NEUTRAL] Just wait a minute.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just wait a minute uh.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah, now you can share.
[AGENT][NEUTRAL] 0248.
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][POSITIVE] Correct
[AGENT][NEUTRAL] 60.
[AGENT][NEUTRAL] 10.
[CUSTOMER][NEUTRAL] 0248620
[CUSTOMER][NEUTRAL] 024860
[AGENT][NEUTRAL] Mhm. No.
[AGENT][NEUTRAL] Let me start all over again, OK? 02486010.
[CUSTOMER][NEUTRAL] 10.
[CUSTOMER][POSITIVE] OK, thank you so much, sir.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 02486010.
[AGENT][NEUTRAL] Do you need the address to submit the claim?
[CUSTOMER][NEUTRAL] Yes, just wait a minute, that's fine.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yes. What's the uh address?
[AGENT][NEUTRAL] OK, so the claims will go to IMA.
[AGENT][NEUTRAL] And that is a [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] A
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You mean [PII] is a city?
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] Uh, can you please spell it? [PII]?
[AGENT][POSITIVE] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. [PII] is a city and uh
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] State
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] No, not [PII], [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Can you please
[CUSTOMER][NEUTRAL] OK, just a [PII].
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] OK. uh OK, OK, OK. And uh
[CUSTOMER][NEUTRAL] One more thing.
[AGENT][NEUTRAL] Zip code?
[CUSTOMER][NEUTRAL] Uh, what's your call reference?
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] Just wait a minute.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] ZIP code is it? [PII].
[AGENT][NEUTRAL] 121.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And uh one more time, and what's your call reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name and today's date if you will.
[CUSTOMER][NEUTRAL] OK. Can you please uh tell me your name with spell?
[AGENT][NEUTRAL] Sure, that's [PII].
[CUSTOMER][NEUTRAL] OK uh 0523.
[CUSTOMER][NEUTRAL] 2025.
[CUSTOMER][POSITIVE] OK. Thank you so much and have a good day.
[AGENT][POSITIVE] Welcome. You as well thank you for calling APL.
[AGENT][NEUTRAL] OK, Mr. [PII].
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome.