AccountId: 011433970860
ContactId: 50a8392b-7aee-4f4f-9a7b-c3e3b598e16e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 272510 ms
Total Talk Time (AGENT): 73952 ms
Total Talk Time (CUSTOMER): 77863 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/50a8392b-7aee-4f4f-9a7b-c3e3b598e16e_20250609T21:42_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. How are you doing today?
[AGENT][NEUTRAL] I am fine, and yourself?
[CUSTOMER][POSITIVE] Good, thank you so much. I'm calling to get help on some claims.
[CUSTOMER][NEUTRAL] Um, can you help me with that?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, yes, ma'am. Um, it's, you're saying [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what is that policy number, please?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] 02357695
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][POSITIVE] OK, thank you, thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the patients, oh, this is from Mr. [PII]?
[CUSTOMER][NEUTRAL] Yeah, this is my dad.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK one moment and what was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] [PII] and it it was $126.28.
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] 312.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, do you have the name of the provider's office?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Delta pathology Group.
[AGENT][NEUTRAL] OK, same.
[AGENT][NEUTRAL] Let me see, give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] Sorry, my computer is running slow for this Monday.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] I understand.
[AGENT][NEUTRAL] Uh let's see.
[AGENT][NEUTRAL] And I'm sorry, what was the name of the provider's office?
[CUSTOMER][NEUTRAL] Delta pathology Group.
[AGENT][NEUTRAL] Mm, I don't show we received that claim.
[CUSTOMER][NEUTRAL] OK, OK, good to know. I have a couple more.
[AGENT][NEUTRAL] OK, for Mr. [PII] or is it different?
[CUSTOMER][NEUTRAL] Um, 3:25.
[CUSTOMER][NEUTRAL] Yes, same, it's still for [PII].
[AGENT][NEUTRAL] OK, 3:25.
[CUSTOMER][NEUTRAL] Of 2025 and this was for $218.18.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] And I don't show a claim for that date.
[CUSTOMER][NEUTRAL] OK, and one more, so for [PII] [PII], the amount is $106.79.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, no, we hadn't received that claim neither.
[CUSTOMER][NEUTRAL] Nothing.
[CUSTOMER][POSITIVE] OK, got you. I'm, I'm gonna go, um, upload those now. I just wanted to make sure that y'all didn't get them yet. Alrighty, well thank you so much for your help, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] All right, you're welcome, Ms. [PII], and thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][NEUTRAL] Mm bye.