AccountId: 011433970860
ContactId: 4a636751-da4f-42df-bae6-766acaf7053f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237220 ms
Total Talk Time (AGENT): 86567 ms
Total Talk Time (CUSTOMER): 78306 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/4a636751-da4f-42df-bae6-766acaf7053f_20250625T13:54_UTC.wav
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[AGENT][POSITIVE] Thanks, [PII]. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I want to ask for a claim.
[AGENT][POSITIVE] Yes, ma'am. I can assist you with claim status. First, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] My name is [PII] spelled [PII] My initial is [PII]
[CUSTOMER][NEUTRAL] And the number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] 025167667
[AGENT][NEUTRAL] Thank you. Now, I need the um let's see, patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], and the date were [PII].
[AGENT][NEUTRAL] OK. Thank you. Now, I need the date of service and bill charges on the claim.
[CUSTOMER][NEUTRAL] The data service [PII] and the bill amount 8,947.
[AGENT][NEUTRAL] OK, I apologize. I'm not showing that claim on file. Would you like to verify how it was submitted?
[CUSTOMER][NEUTRAL] Electronically?
[AGENT][NEUTRAL] And what pair ID was used?
[CUSTOMER][NEUTRAL] Uh, let me
[CUSTOMER][NEUTRAL] 60801.
[AGENT][NEUTRAL] Yeah, that's the correct payer ID. Um, the claim can be resubmitted, right, we don't have it.
[CUSTOMER][NEUTRAL] But you don't have it?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, you can fax in the claim or resubmit it through payer ID or mail it in. Um, do you have our fax number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, can I get the fax number?
[AGENT][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] and please attention it to the claims department.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and for the mailing address just in case.
[AGENT][NEUTRAL] Um, yes, ma'am. Our mailing address is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's [PII].
[AGENT][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Can you repeat the numbers, please?
[AGENT][NEUTRAL] Yes, ma'am. [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you so much for the information and OK, so I need to send the claim.
[CUSTOMER][NEUTRAL] And you'll be right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, thank you so much for the information.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Just to make sure it's active this policy number, right?
[AGENT][NEUTRAL] Yes, ma'am. It is active.
[CUSTOMER][POSITIVE] Perfect thank you so much for the information.
[AGENT][POSITIVE] OK. Thank you again, [PII] for calling APL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][POSITIVE] Thank you.