AccountId: 011433970860
ContactId: 35681a02-65e2-45d2-9865-2e45fb02239e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249979 ms
Total Talk Time (AGENT): 97726 ms
Total Talk Time (CUSTOMER): 104135 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/35681a02-65e2-45d2-9865-2e45fb02239e_20250411T12:13_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Contacting APL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. I'm [PII] calling from the provider office to check the claim status. How are you doing today?
[AGENT][NEUTRAL] I'm fine. How are you, [PII]?
[CUSTOMER][POSITIVE] Yeah I'm doing great as well. Thanks for asking.
[AGENT][NEUTRAL] Uh, I can certainly help with the claim status. What is that policy number, please?
[CUSTOMER][NEUTRAL] The policy number is 1440654.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII]. And date of birth is [PII].
[AGENT][POSITIVE] OK, I appreciate that. Thank you. And is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEGATIVE] I didn't get it. Your voice is not audible clearly. Could you please repeat it again?
[AGENT][NEUTRAL] Oh, yes, uh, is there a callback number that I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And what date of service are we looking for um for uh [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] with the bill amount of $207.
[AGENT][NEUTRAL] $207. OK, thank you. 1010.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] The balance amount.
[CUSTOMER][NEUTRAL] It's $68.10.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] I don't have any claims for [PII].
[AGENT][NEUTRAL] For the month of October.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] He doesn't have, yes, uh-huh.
[CUSTOMER][NEUTRAL] Yeah. Could you please uh verify the mailing address? Uh, it's [PII].
[AGENT][NEUTRAL] Well, actually, we, um, we changed our, uh.
[AGENT][NEUTRAL] Address. We sent our um uh PO box number. We now have it in [PII]. So just let me know whenever you're ready and I'll go ahead and give you our new PO box number.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][POSITIVE] Yeah, I'm ready.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And that is
[CUSTOMER][NEUTRAL] Yeah, uh,
[AGENT][NEUTRAL] That is in [PII], [PII].
[CUSTOMER][NEUTRAL] Could you please spell it? Oh.
[AGENT][NEUTRAL] Yes, uh-huh, it's OK [PII].
[AGENT][NEUTRAL] [PII], that's [PII] and then city and then the abbreviation for the state is OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And uh
[AGENT][NEUTRAL] The zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I will repeat once again. Could you please verify it? [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][NEUTRAL] OK. Mm, I think I have one more claim on the same patient with the same mailing address.
[CUSTOMER][NEUTRAL] On the October month.
[AGENT][NEUTRAL] OK, yes.
[CUSTOMER][NEUTRAL] I think the.
[AGENT][NEUTRAL] Yeah, no, the, the last claim that I have for him is like in June, so I don't have anything at all in October.
[CUSTOMER][NEUTRAL] On
[CUSTOMER][NEUTRAL] On a
[CUSTOMER][NEUTRAL] OK, this is also October plan. OK, got it. Could you please, uh,
[CUSTOMER][NEUTRAL] Spell your name.
[AGENT][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] And we're gonna use that and today's date is our reference.
[AGENT][NEUTRAL] Is there anything else I can look up for you?
[CUSTOMER][POSITIVE] Yeah, got it.
[CUSTOMER][POSITIVE] No, I got my information, what I need. Thanks for your assistance. It was nice talking to you. Have a great day.
[AGENT][POSITIVE] Great, thanks for contacting AP have a