AccountId: 011433970860
ContactId: 3ae429d5-3c89-49ea-a5fc-30342b0334fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 372500 ms
Total Talk Time (AGENT): 117030 ms
Total Talk Time (CUSTOMER): 91167 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/3ae429d5-3c89-49ea-a5fc-30342b0334fc_20250409T14:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling on behalf of Coan Clinic. I wanted to call to check the status of a claim for a patient, please.
[AGENT][NEUTRAL] OK, I can um help you with the claim, Miss [PII]. Can I please get your callback number, ma'am, just in case our call is disconnected.
[CUSTOMER][NEUTRAL] Yes, uh, my direct line is [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[CUSTOMER][NEUTRAL] And I'm sorry, what else did you need?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The policy number please.
[CUSTOMER][NEUTRAL] Policy number is 0249099997.
[AGENT][POSITIVE] OK, thank you so much for that.
[AGENT][NEUTRAL] OK, we're looking for claim status. So what is the date of service?
[CUSTOMER][POSITIVE] Thank
[AGENT][NEUTRAL] And the charge amount.
[CUSTOMER][NEUTRAL] [PII] 202024 [PII] through [PII] and the billed amount of 192.
[AGENT][NEUTRAL] $192 even.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, and can you spell the first name of the clinic for me?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And you'll have to excuse my voice or [PII]'s trying to take me out today this week.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh girl, let me tell you, I live in [PII] and there's pine trees everywhere and it has just been like we've all been seasoned, dusted with seasoning.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Well, I'm in [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I'm gonna put you on a quick hold while I look up this claim for us and I will be right back, Miss [PII].
[CUSTOMER][POSITIVE] OK, great, thank you.
[AGENT][POSITIVE] Alright, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, Ms. [PII], so looking on data service of [PII], I don't find the claim on file at this time.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] No 78 2024. I'm sorry.
[AGENT][NEUTRAL] Oh, OK. All right. Let me go back. I'll be right back.
[CUSTOMER][POSITIVE] No worries.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 192.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Hey thank you for holding for
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Miss [PII]
[CUSTOMER][NEUTRAL] Hi. Yes, are you there?
[AGENT][NEUTRAL] OK, yes ma'am, so looking on data service of [PII], I'm finding the same situation where I don't find the claim on file.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, let me take a look and see where they sent that to.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Alright, so the um mailing address should be I have on file that we had is IMA Inc [PII].
[AGENT][NEUTRAL] OK, so what I need to do is go ahead and transfer you on over to IMA and they can um search for the claim for you. Let me give you that phone number just in case the call is disconnected.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Yeah, that'd be great.
[AGENT][NEUTRAL] OK, it's [PII].
[CUSTOMER][POSITIVE] OK sounds good thank you I appreciate your help.
[AGENT][NEUTRAL] You're very welcome and it's gonna be a brief hold while I transfer you on over. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] That's all. I appreciate your help.
[AGENT][POSITIVE] OK, you're welcome. You have a wonderful day and thank you for calling APL.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][POSITIVE] Thank you for calling