AccountId: 011433970860
ContactId: 41375ae7-b83d-4cc6-bed0-1c8092c8ee8c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165130 ms
Total Talk Time (AGENT): 49299 ms
Total Talk Time (CUSTOMER): 74893 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/41375ae7-b83d-4cc6-bed0-1c8092c8ee8c_20250612T12:31_UTC.wav
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[AGENT][NEUTRAL] APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] would be
[CUSTOMER][NEUTRAL] Oh yes, hi, good morning. My name is [PII]. I'm calling from Tufts Medical Center, and you said your name was [PII]?
[AGENT][NEUTRAL] Mhm. Correct, yeah. Yeah.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK, I'm just calling to check the status of a claim for a patient, please.
[AGENT][POSITIVE] All right. Happy to check a claim. What is the policy number?
[CUSTOMER][NEUTRAL] 02581601
[AGENT][NEUTRAL] I think, let me bring that up here one moment.
[CUSTOMER][NEUTRAL] Sure
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Data service.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Thank you and the build amount?
[CUSTOMER][NEUTRAL] $8,945.88.
[AGENT][NEUTRAL] Not showing any claims on file for that build amount.
[CUSTOMER][NEUTRAL] Mm, local and found OK we did submit it in April OK.
[CUSTOMER][NEUTRAL] Uh, and you check eligibility, he's active, correct? You submitted electronic.
[AGENT][NEUTRAL] Mhm yeah policy effective date.
[AGENT][NEUTRAL] Is [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] And uh do you have a fax number that we can fax the UB to or?
[CUSTOMER][NEUTRAL] We do have
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Let me go get your
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Alright, so I'll
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hello? Hello?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] I'm sorry, it's 877-877.
[CUSTOMER][NEUTRAL] Oh, that's OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][POSITIVE] Oh OK perfect thank you. All right, can I have a reference number so I can put in my notes and then I will fax you be over?
[AGENT][NEUTRAL] Uh, call references my name with today's date. My name again is [PII], that's [PII] Last initial is [PII], and then today's date.
[CUSTOMER][POSITIVE] All right perfect OK thank you so much you have a good day bye bye.
[AGENT][NEUTRAL] You as well bye bye.
[CUSTOMER][NEUTRAL] Yeah bye bye.