AccountId: 011433970860
ContactId: 3671b77b-20ba-42dc-a154-afec38640185
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211149 ms
Total Talk Time (AGENT): 53100 ms
Total Talk Time (CUSTOMER): 78343 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/3671b77b-20ba-42dc-a154-afec38640185_20250221T19:34_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Your name is again?
[AGENT][NEUTRAL] Uh, [PII]
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm calling you from McCloud.
[AGENT][NEUTRAL] OK, and how may I assist you today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, um, I would like to check the status of a, a claim.
[AGENT][NEUTRAL] OK. Uh
[CUSTOMER][NEUTRAL] We submitted a pin for payment.
[AGENT][NEUTRAL] OK, I can verify claim status for you. And what is that policy number, please?
[CUSTOMER][NEUTRAL] Uh, policy number that is 025217887.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Uh, patient's name is um [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And the date of birth?
[CUSTOMER][NEUTRAL] Uh, the date of birth, that will be [PII].
[AGENT][NEUTRAL] OK, thank you. And what was the date of service and amount of the charge, Ms. [PII]?
[CUSTOMER][NEUTRAL] Data service that will be uh [PII].
[AGENT][NEUTRAL] OK, and the amount of the charge?
[CUSTOMER][NEUTRAL] Uh, let me see, one second.
[CUSTOMER][NEUTRAL] Let me pull the image of the claim.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] $11,113 even.
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] I don't show we received that claim. Excuse me, but uh can you verify the address it was submitted to?
[CUSTOMER][NEUTRAL] Yeah, sure. Um, the address was submitted to the, it was [PII].
[AGENT][NEUTRAL] Uh, that is correct. Uh, if you like, I can give you our fax number or you can email that claim to us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What's the fax number?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]. OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, do you provide a call reference number, [PII]?
[AGENT][NEUTRAL] Uh, no, ma'am, we don't, but if you like, you may use my name at today's date.
[CUSTOMER][POSITIVE] OK, thank you. Have a wonderful day.
[AGENT][POSITIVE] Alright, you too. Thank you for calling APL Ms. [PII].
[CUSTOMER][NEUTRAL] Bye.