AccountId: 011433970860
ContactId: 4701bde4-fc43-4aae-a280-d52f9045f726
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232809 ms
Total Talk Time (AGENT): 57426 ms
Total Talk Time (CUSTOMER): 78197 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/4701bde4-fc43-4aae-a280-d52f9045f726_20250616T19:40_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], this is [PII]. Um, I don't know if I'm calling to the right department, but I want to verify claiming status or if you receive a claim.
[AGENT][NEUTRAL] OK, well I can help with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And what's the policy number for the patient?
[CUSTOMER][NEUTRAL] Um, policy number is Z as in Zulu.
[CUSTOMER][NEUTRAL] 6 U as in umbrella 955 M as in Mary 8890.
[AGENT][NEUTRAL] Um, that's not one of our policy numbers. Do you have the last name of the patient or the social?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, yes, let me provide you that one second. Last name is [PII]
[CUSTOMER][NEUTRAL] And social, it's [PII].
[AGENT][NEUTRAL] OK. And the first name of the patient?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what was that date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] And then you needed eligibility or you said claim status?
[CUSTOMER][NEUTRAL] I want to verify claim status. It's because we have a claim here, but it's in no response, so we want to know if you got the claim.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what was the data service and bill charges?
[CUSTOMER][NEUTRAL] The service is [PII].
[CUSTOMER][NEUTRAL] 138.
[AGENT][NEUTRAL] That was [PII], is that right?
[CUSTOMER][POSITIVE] Correct. Yes.
[AGENT][NEUTRAL] Uh looks like let's see.
[AGENT][NEUTRAL] Yes, looks like we received this claim on 527-25.
[AGENT][NEUTRAL] That was processed 529, 25.
[AGENT][NEUTRAL] Uh, we just need a copy of the primary explanation of benefits. This is a secondary plan.
[CUSTOMER][NEUTRAL] OK, a copy of the primary AOP.
[CUSTOMER][NEUTRAL] Alright, and where we are able to send that? you have fax number?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, absolutely. It's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, [PII], right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] Thank you. Intention.
[AGENT][NEUTRAL] It'll come directly to our claims department.
[CUSTOMER][POSITIVE] OK, thanks department.
[CUSTOMER][POSITIVE] Awesome thank you so much for that. Do you have a reference number for the call?
[AGENT][NEUTRAL] Uh, reference number is just my name, [PII], first initial to last name, [PII] as [PII], and today's date. Anything else I can help with today, [PII]?
[CUSTOMER][POSITIVE] No, thank you so much, [PII], for your help.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good good afternoon.
[CUSTOMER][POSITIVE] You too thank you so much bye bye.