AccountId: 011433970860
ContactId: 35f4e5b8-d72e-490f-8007-d5b1c128f76c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218710 ms
Total Talk Time (AGENT): 103340 ms
Total Talk Time (CUSTOMER): 115283 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/35f4e5b8-d72e-490f-8007-d5b1c128f76c_20250115T14:42_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] Yes, I'm needing to find out if a claim has been received.
[AGENT][NEUTRAL] OK, sure, I can assist you with claims and you're calling from a provider's office or this is your personal policy?
[CUSTOMER][NEUTRAL] I'm calling from a provider's office.
[AGENT][NEUTRAL] OK. May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. My number is [PII].
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, it's 02319989.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, I believe it's [PII]. Is it [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, perfect, thank you. And may I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Yes, [PII], the amount was $243.
[AGENT][NEUTRAL] OK, let me see if I can find this claim and for future, you're welcome. For future you can claim status online through our website at [PII], and that's just optional. You can always call.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK, and you don't have to like register or anything?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] You do, yes, you do. Mhm. Yeah. OK, so let's see, that's [PII].
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Which way could be for you.
[CUSTOMER][NEGATIVE] Look, if you can't find it on Amazon.
[AGENT][NEUTRAL] We don't have that claim on file.
[CUSTOMER][NEUTRAL] OK, what is the best way to get it to you? Should I just mail it? Because I'm not sure if you're set up for electronic. It looks like it was sent electronically.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, we.
[CUSTOMER][NEUTRAL] But I'm wondering if.
[AGENT][NEUTRAL] Mhm. We do electronically, but um since we need the explanation of benefits attached to it, it's best to either fax it or mail it. I can give you the fax number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, what is that?
[AGENT][NEUTRAL] Alright, the fax number is 1877.
[CUSTOMER][NEUTRAL] Girl, I did. I know, I would still say well.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK, so you need me to uh send the EOB from the primary.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and what's your processing time? Is it normal? 07 to 10. OK, OK, and what was your name again? I'm sorry.
[AGENT][NEUTRAL] 7 to 10 business days.
[AGENT][NEUTRAL] Mhm. Yes.
[AGENT][NEUTRAL] It's OK. My name is [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK and um is there a reference number for this call?
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's date if you will.
[CUSTOMER][NEUTRAL] OK, alright, I will get this sent to you um I'll I'll just go ahead and fax it.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Oh, OK. Is there anything else I may help you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] That is all.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.