AccountId: 011433970860
ContactId: 41429cfa-263d-4905-8375-3d52f7ba44bd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138399 ms
Total Talk Time (AGENT): 55068 ms
Total Talk Time (CUSTOMER): 66721 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/41429cfa-263d-4905-8375-3d52f7ba44bd_20250318T20:21_UTC.wav
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[AGENT][NEUTRAL] Contacting APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. My name is [PII] calling from Helix Healthcare Services. I'm calling to check the status on a medical claim.
[AGENT][NEUTRAL] [PII], certainly help with a medical claim. What is that, uh,
[AGENT][NEUTRAL] Policy number please.
[CUSTOMER][NEUTRAL] Yes, the policy number is 022.
[CUSTOMER][NEUTRAL] 86183
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Her name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] I do appreciate that. If there's a callback number I could have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII]. And what is your name again? I'm sorry?
[AGENT][NEUTRAL] Uh, my, my name is [PII]. And what date of service are we looking for for [PII]?
[CUSTOMER][NEUTRAL] It was for [PII].
[AGENT][NEUTRAL] [PII]. OK. Thank you. I'm just checking.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I don't have a claim for that date of service for her, um.
[AGENT][NEUTRAL] Do you know where it was sent? uh.
[CUSTOMER][NEUTRAL] It it was sent electronically on [PII]. Um, the address that we have is [PII] and a payer ID of 60801.
[AGENT][NEUTRAL] Mm, that's correct. Um, I just don't have anything for that date of service. Uh, can I give you our fax number or, or could you submit it for us, please? And I do apologize for the inconvenience. I just, I just don't show that it's, that we have it.
[CUSTOMER][POSITIVE] OK, no problem.
[CUSTOMER][NEUTRAL] What's the fax number?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] 9423. Awesome then I'll do that. I'd rather I'll, I'd rather fax it.
[CUSTOMER][NEUTRAL] Um, let me see if I have any other questions. OK, I think that's about it. Do you provide reference numbers for the call?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII], and we're gonna use that in today's date as our reference.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome, [PII]. Thank you very much for your help. You have a great day.
[AGENT][POSITIVE] OK, well thank you for contacting APL have a good.