AccountId: 011433970860
ContactId: 4c4a5245-6317-48ae-9ab8-dc9451cfcdd8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 253050 ms
Total Talk Time (AGENT): 78073 ms
Total Talk Time (CUSTOMER): 57268 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/4c4a5245-6317-48ae-9ab8-dc9451cfcdd8_20250306T20:15_UTC.wav
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[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII], and I'm needing claim status for a patient, please.
[AGENT][NEUTRAL] Can I help you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] Policy number for this patient is going to be 02462791.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII], [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And what is her date of service and the total charge?
[CUSTOMER][NEUTRAL] Her first date of service is [PII] for $537.71.
[AGENT][NEUTRAL] OK, how many do you have?
[CUSTOMER][NEUTRAL] 2.
[AGENT][NEUTRAL] OK, the next date of service?
[CUSTOMER][NEUTRAL] It is [PII] for $131.50.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. One moment please.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] And who is the provider?
[CUSTOMER][NEUTRAL] Oklahoma Heart.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is it the Oklahoma Heart Hospital physicians?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you need the tax ID number?
[AGENT][NEUTRAL] No, I see some charges for that date, but it's not matching your billed amount. That's why I was asking. Give me a second. Let me check something else.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEGATIVE] My system wants to be slow.
[AGENT][NEUTRAL] There we go.
[AGENT][NEUTRAL] So for the 812 data service is this for an office visit?
[AGENT][NEUTRAL] For the um [PII] data service?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] That's for an EKG?
[AGENT][NEUTRAL] OK, so these are not the, the, the charges for your office. I'm not showing your claims on file.
[CUSTOMER][NEUTRAL] Not either one of them. OK, what is a good claims mailing address?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] So it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 8950.
[CUSTOMER][NEUTRAL] And do you have a fax number for claims by chance?
[AGENT][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942-3 attention claims.
[CUSTOMER][POSITIVE] Perfect. Can I get a reference number for this call today?
[AGENT][NEUTRAL] You'll use my name in today's date, uh [PII]
[AGENT][NEUTRAL] And first initial last name is [PII].
[CUSTOMER][POSITIVE] Perfect. Thank you so much. You'll you have a great day.
[AGENT][POSITIVE] Uh, you too, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] OK.