AccountId: 011433970860
ContactId: 379d3183-af09-45c3-ae37-3f5cd69ec868
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139289 ms
Total Talk Time (AGENT): 60100 ms
Total Talk Time (CUSTOMER): 45308 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/379d3183-af09-45c3-ae37-3f5cd69ec868_20250326T13:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm checking claim status, please.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with claim status. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] It's [PII] sorry let's do that S [PII] Call back is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Yes, that is 02515637.
[CUSTOMER][NEUTRAL] And.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Now I need the date of service and bill charges on the claim.
[CUSTOMER][NEUTRAL] Uh, data service [PII] bill amount is $380 even.
[AGENT][NEUTRAL] OK, and actually I'm not showing that claim on file. Um, how was it submitted?
[CUSTOMER][NEUTRAL] I'm
[AGENT][NEUTRAL] I'm sorry, your
[CUSTOMER][NEUTRAL] I have PO Box 24.
[CUSTOMER][NEUTRAL] It was mailed to [PII].
[AGENT][NEUTRAL] Yeah,
[AGENT][NEUTRAL] OK. Yes, ma'am. That's our correct mailing address. Um, claims can also be faxed in and we have a pairer ID.
[CUSTOMER][NEUTRAL] OK, what is the um number?
[AGENT][NEUTRAL] Um, the fax number is [PII].
[AGENT][NEUTRAL] [PII] and please attention it to the claims department.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, thank you so much. Is there a reference number?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name in today's date. My name is [PII]. Um, it's spelled [PII] and my last initial is [PII]. Um, again, my name and today's date is the reference number. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] That's everything thank you so much. Have a good day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.