AccountId: 011433970860
ContactId: 3b16c7ec-446c-455c-9117-9d3983a45b90
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178220 ms
Total Talk Time (AGENT): 43694 ms
Total Talk Time (CUSTOMER): 50737 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/3b16c7ec-446c-455c-9117-9d3983a45b90_20250612T16:08_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. This is [PII]. I'm calling from the provider to check on a claim.
[AGENT][NEUTRAL] OK, [PII], do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yeah, my number is [PII].
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] Yeah, it is 02473906.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's that patient's name?
[CUSTOMER][NEUTRAL] This is [PII], and her date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you're needing claim status?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I can help you with that. What date of service?
[CUSTOMER][NEUTRAL] Yeah, data service on the client was [PII], and that one is 15,362.
[AGENT][NEUTRAL] OK, hold on one moment please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Is this for the facility bill or a doctor's charge?
[CUSTOMER][NEUTRAL] Uh, it is for the facility bill.
[AGENT][NEUTRAL] OK. Hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEGATIVE] I do not see a facility bill for that charge.
[CUSTOMER][NEUTRAL] I don't have it.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK, yeah, I've seen this. I don't know, but the dealer's document they send it, but actually they failed to do that. OK, I'll go ahead and fax that with the primary EOB, OK.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That will be all for now. Thank you so much. OK, [PII]?
[AGENT][POSITIVE] Thank you, [PII], for calling APA. You have a good day.
[CUSTOMER][POSITIVE] Thank you bye bye now, thanks.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye.