AccountId: 011433970860
ContactId: 4355b237-8900-4b99-a5f9-daa40e08356b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211740 ms
Total Talk Time (AGENT): 73263 ms
Total Talk Time (CUSTOMER): 57274 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/4355b237-8900-4b99-a5f9-daa40e08356b_20250124T15:07_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII] and I'm trying to find out if a claim has been received with the primary EOB for processing.
[AGENT][POSITIVE] Oh yeah, I can help you with that, Miss [PII] and
[AGENT][NEUTRAL] Do you mind if I snack a quick call back number from you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what's the policy number we want to look at today?
[CUSTOMER][NEUTRAL] It is 02137731.
[AGENT][POSITIVE] Perfect, and give me just a moment to pull that up for you.
[AGENT][POSITIVE] Perfect. Thank you so much for your patience. And would you be able to verify uh the name and date of birth of the insured you're calling on?
[CUSTOMER][NEUTRAL] Yes, it's for [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Perfect, I see that here and do you have a particular claim number you're calling in reference to or um did you want me to start with the date of service for you?
[CUSTOMER][NEUTRAL] Uh, you'll have to search by the data service. I don't have a claim number.
[AGENT][NEUTRAL] OK perfect no worries and what's that data service?
[CUSTOMER][NEUTRAL] 7 1624
[AGENT][POSITIVE] Perfect and the bill amount?
[CUSTOMER][NEUTRAL] $208.02.
[AGENT][POSITIVE] OK, perfect. Thank you, thank you.
[AGENT][NEUTRAL] All right, so I do see that original claim that requested the EOB, but I'm not showing that we have received the EOB.
[CUSTOMER][NEUTRAL] OK. Um, let's see.
[CUSTOMER][NEUTRAL] Um, let me verify seems like on my little book that I have the correct claims fax number that I faxed that to.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Yeah that's right. I don't know why we didn't receive it, but you're still welcome to submit that um again we don't have a timely filing limit, so we'll reconsider as soon as we receive it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, and is there a reference number, [PII], I can notate for our call today?
[AGENT][NEUTRAL] Oh yeah, absolutely, Ms. [PII]. It's gonna be my name, [PII], and then today's date.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Hey, my pleasure. Thank you for calling APL. You have a fabulous day.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Thank you. You as well. Bye-bye.
[AGENT][POSITIVE] Thanks bye bye.