AccountId: 011433970860
ContactId: 5159fb0b-8108-4c68-9f1b-4e1f4feebb7c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204199 ms
Total Talk Time (AGENT): 44314 ms
Total Talk Time (CUSTOMER): 108945 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/5159fb0b-8108-4c68-9f1b-4e1f4feebb7c_20250122T19:45_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], um, good morning. I need to check our claim status, please.
[AGENT][POSITIVE] I'd be happy to assist with claim status. May I have your first name please?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]
[AGENT][POSITIVE] And my, if I can get a good contact number for you.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Policy number is 02138757.
[CUSTOMER][NEUTRAL] M as in Mary, L as in Louis, 8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Um, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And um date of birth of the patient is [PII].
[AGENT][NEUTRAL] And what is the date of service?
[CUSTOMER][NEUTRAL] Date of service [PII].
[AGENT][NEUTRAL] Thank you for that information. You said [PII]?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK. I'm not sure we have that claim on file.
[CUSTOMER][NEUTRAL] You don't have the claim on file?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] We send it uh let me see what is this electronically on [PII], and also [PII].
[AGENT][NEUTRAL] What is the payer ID you used?
[CUSTOMER][NEUTRAL] Uh, allow me just one moment.
[CUSTOMER][NEUTRAL] Let me try to go there um maintenance here.
[CUSTOMER][NEUTRAL] OK APL.
[CUSTOMER][NEUTRAL] No, it's American American.
[CUSTOMER][NEUTRAL] Public life.
[CUSTOMER][NEUTRAL] OK, and the payer ID?
[CUSTOMER][NEUTRAL] Huh, where is it?
[CUSTOMER][NEUTRAL] I don't see it.
[CUSTOMER][NEUTRAL] OK, what is the payer ID? I'm sorry.
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] 60801.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, all right, uh, let's see if I have to send, do you have a fax number where I can send it by any chance or it has to be electronic?
[AGENT][NEUTRAL] Sure, fax number fax number is 877.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] 877-365
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] 942-3877-6359423 correct?
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] 3 [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK perfect. Alright, [PII], uh do you have a call reference for me please?
[AGENT][NEUTRAL] Reference would just be my name and today's date and time. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] Not at the moment. I appreciate your help. Have a good day.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Right