AccountId: 011433970860
ContactId: 3d4be59c-8da9-4a87-8a1a-639556203282
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196000 ms
Total Talk Time (AGENT): 47011 ms
Total Talk Time (CUSTOMER): 85348 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/3d4be59c-8da9-4a87-8a1a-639556203282_20250606T16:44_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, hi, my name is [PII], and I'm calling in reference to, uh, 3 claims that I need status on.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Um, yes, the first one I have is 02123377 MLH.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And what was the date of service and bill charges?
[CUSTOMER][NEUTRAL] That would be um 124 of $25 and it's 20 $20. Yeah, just $20.
[AGENT][NEUTRAL] Don't show we have the claim on file. Can you resubmit that?
[CUSTOMER][NEUTRAL] What would be either either the fax or the PO box?
[AGENT][NEUTRAL] Uh, fax number is [PII].
[CUSTOMER][NEUTRAL] OK, would it be just like um attention claims department?
[AGENT][NEUTRAL] Uh, that'll go straight to our claims department.
[CUSTOMER][NEUTRAL] OK, so no attention and then I have um two claims under the same number.
[AGENT][NEUTRAL] OK, hold on just.
[CUSTOMER][NEUTRAL] A different member, sorry. I got one other member with two claims is what I meant to say sorry.
[AGENT][NEUTRAL] OK, give me just a second.
[AGENT][NEUTRAL] OK, what's the next policy number?
[CUSTOMER][NEUTRAL] It's um 06 I'm sorry 01640658 M for [PII] L 7.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] I have [PII] or [PII], and it's uh [PII].
[AGENT][NEUTRAL] And date of service and bill charges?
[CUSTOMER][NEUTRAL] Yeah, the first date of service I have is [PII], 25 $1170.
[AGENT][NEUTRAL] I don't show that claim on file.
[CUSTOMER][NEUTRAL] OK, and then the last one I have is actually [PII], so the amount is $20.
[AGENT][NEUTRAL] Uh, it looks like we don't have that one either.
[CUSTOMER][POSITIVE] Oh wow. OK, perfect. And then can you provide me with a call reference number?
[AGENT][NEUTRAL] Uh, call reference number is my name, [PII], first initial to last name, [PII] as [PII], and today's date. And anything else I can help with today?
[CUSTOMER][POSITIVE] No, that was actually it. Thank you so much.
[AGENT][POSITIVE] Thanks for calling APL. Have a great weekend.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks bye bye.