AccountId: 011433970860
ContactId: 3788217e-c440-40e4-aebb-b7510b4e3a49
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157369 ms
Total Talk Time (AGENT): 46992 ms
Total Talk Time (CUSTOMER): 67461 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/3788217e-c440-40e4-aebb-b7510b4e3a49_20250401T14:18_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hello, good morning, [PII]. My name is [PII], and I'm calling from a provider's office to check, um, claiming status.
[AGENT][POSITIVE] I'd be happy to assist with claim status. I'm sorry, can you repeat your first name for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It's um 02312664.
[AGENT][NEUTRAL] Can you repeat that for me?
[CUSTOMER][NEUTRAL] Yeah, 02312664.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Her name is [PII]. Date of birth on [PII].
[AGENT][NEUTRAL] And what's the date of service?
[CUSTOMER][NEUTRAL] Data survey was on [PII], and the charge amount was 5, I'm sorry, $5,294.00.
[AGENT][NEUTRAL] OK, so I'm showing.
[AGENT][NEUTRAL] That was submitted twice. Um, I think we asked for a detailed, um.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] We ask for a detailed you'll be the first I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Yeah, the
[CUSTOMER][NEUTRAL] Sorry, sorry, yeah, the first, um, UOB that we sent attached with the claim, I think they couldn't read it very well, so that's why we faxed the the UB again. They chose to fax it again.
[AGENT][NEUTRAL] OK, I'm showing a payment was made in an amount of $3,206.27 and that was made on.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], uh, can you provide me with the claim number please?
[AGENT][NEUTRAL] Claim number is 35795992.
[CUSTOMER][POSITIVE] OK perfect thank you very much for your help that's all what I need to check.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] Likewise, bye bye.