AccountId: 011433970860
ContactId: 50e68a34-9fdf-4a61-8473-69495be2d586
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184750 ms
Total Talk Time (AGENT): 67009 ms
Total Talk Time (CUSTOMER): 55281 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/50e68a34-9fdf-4a61-8473-69495be2d586_20250213T18:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from South Regional Healthcare. I just wanted to check up on the claim status.
[AGENT][POSITIVE] All right, [PII], I'm happy to check on a claim for you today. What is the patient's policy number?
[CUSTOMER][NEUTRAL] It's 021-37690.
[AGENT][POSITIVE] All right, thank you so much. One moment.
[AGENT][NEUTRAL] And if I could get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII] and her date of birth is [PII].
[AGENT][POSITIVE] All right, thank you so much. And then what is the date of service?
[CUSTOMER][NEUTRAL] It is for [PII].
[AGENT][NEUTRAL] And the build amount.
[CUSTOMER][NEUTRAL] $175.39.
[AGENT][NEUTRAL] Do we have an amount after the primary?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Is there an amount after the primary paid?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What is that amount, please?
[CUSTOMER][NEUTRAL] $55.09.
[AGENT][NEUTRAL] All right, thank you. One moment.
[AGENT][NEUTRAL] So I'm not showing any claims on file data service 21224 for that billed amount of 17539.
[CUSTOMER][NEUTRAL] Alright, and do you have any fax number?
[AGENT][NEUTRAL] Fax number is going to be [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Any attention to?
[AGENT][NEUTRAL] Attention claims.
[CUSTOMER][NEUTRAL] Alright, and just to confirm the fax number is [PII]?
[AGENT][POSITIVE] That is correct, [PII]. Uh-huh.
[CUSTOMER][NEUTRAL] And what's the time you're finding them for submitting claims?
[AGENT][NEGATIVE] No timely filing limit.
[CUSTOMER][POSITIVE] Alright, thank you so much and well lastly could you please help me with the call reference number?
[AGENT][NEUTRAL] Absolutely. Call references my name with my last initial, then today's date. My name again is [PII], that's [PII] My last initial is [PII].
[CUSTOMER][POSITIVE] Alright, thank you so much [PII]. Well then that is it from my side.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.