AccountId: 011433970860
ContactId: 46b73062-9d7e-47b2-8030-db3c8902d0c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 350529 ms
Total Talk Time (AGENT): 103538 ms
Total Talk Time (CUSTOMER): 133450 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/46b73062-9d7e-47b2-8030-db3c8902d0c2_20250422T18:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, could you please help me with the claim status?
[AGENT][NEUTRAL] Yeah, I could check out a claim for you. uh, what was your name?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII], initial is [PII].
[AGENT][NEUTRAL] I'm sorry, uh, could you spell that again for me?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, uh, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, of course, that will be [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the extension number will be [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I can provide you the policy number. Give me a second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes, please note down um policy number.
[CUSTOMER][NEUTRAL] As for my system, the member ID is
[CUSTOMER][NEUTRAL] For yeah, for American public life, that will be yours. 02446527.
[AGENT][NEUTRAL] OK, and then, uh, what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] Member's name is [PII] [PII] [PII], [PII] and the first name is [PII]
[AGENT][NEUTRAL] Thank you. Do you have that date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That will be [PII].
[AGENT][NEUTRAL] OK, thank you for verifying all of that. what was the date of service for this claim?
[CUSTOMER][NEUTRAL] That will be yours.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, that was [PII] and uh what was that bill amount please?
[CUSTOMER][NEUTRAL] That will be $4343,705.
[CUSTOMER][NEUTRAL] And 73 cents. 43705 and 73 cents.
[AGENT][NEUTRAL] Got it OK and then uh do you have the uh tax ID for this provider, [PII]?
[CUSTOMER][NEUTRAL] Yeah, of course, the tax ID number is
[CUSTOMER][NEUTRAL] Yes, that will be [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you for all of that information. um, so we have not received this claim, [PII]. I don't have a claim for that date, uh, for that amount or from this provider, so that would have to be sent back to us.
[AGENT][NEUTRAL] I have a mailing address, a fax number, and a payer ID I can give you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, please. What will be the mailing address?
[AGENT][NEUTRAL] But it's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] OK. Is there any payer ID?
[AGENT][NEUTRAL] He ID is 60801.
[CUSTOMER][NEUTRAL] Can you please confirm me the policy effective term date?
[AGENT][NEUTRAL] Yes, so this policy's effective date was [PII] and it is currently active.
[CUSTOMER][NEUTRAL] OK, selectivate.
[CUSTOMER][NEUTRAL] OK, not an issue. What will be the call reference number?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date and so my name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] OK, that's all to do from my side. Have a nice day.
[CUSTOMER][NEUTRAL] Well.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yes, I can hear you.
[CUSTOMER][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Yes, can you hear me?
[CUSTOMER][NEUTRAL] I'm audible to you.
[AGENT][NEUTRAL] Hello [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes, I can hear you.
[CUSTOMER][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Yes, can you hear me?