AccountId: 011433970860
ContactId: 37bf127f-e4fc-4098-af63-f59799ade583
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149619 ms
Total Talk Time (AGENT): 40003 ms
Total Talk Time (CUSTOMER): 75960 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/37bf127f-e4fc-4098-af63-f59799ade583_20250529T14:44_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Oh my name's [PII] and I'm calling from Women's Care of Lake Cumberland.
[CUSTOMER][NEUTRAL] And I had a couple of claims for a patient that I needed to follow up on.
[AGENT][POSITIVE] I'll be happy to assist with claims today [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Of course my callback number is going to be [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] The policy number for this patient is 259-053-9.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][NEUTRAL] And the date of service for the claim?
[CUSTOMER][NEUTRAL] service. The first date of service is [PII], and the charge amount was $427.
[AGENT][NEUTRAL] Thank you for that information. I'm not sure we have that claim on file.
[CUSTOMER][NEUTRAL] OK, give me just a second and then could you check the other one as well for me?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The second date of service was [PII] with the charge amount of $442.
[AGENT][NEUTRAL] We don't have that one either.
[CUSTOMER][NEUTRAL] OK, and what is the claim address?
[AGENT][NEUTRAL] Um, if you can just send the claims directly here to [PII].
[AGENT][NEUTRAL] And that's in [PII]?
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][POSITIVE] Alright, I'll get those resubmitted thank you.
[AGENT][NEUTRAL] Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] Um, no, ma'am, that will be all, and could I have a reference number?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial S as in [PII], and the date and time of the call.
[CUSTOMER][POSITIVE] All right thank you have a good day.
[AGENT][POSITIVE] Thank you for calling APO. Have a good day.
[CUSTOMER][POSITIVE] Thank you.