AccountId: 011433970860
ContactId: 5222cd80-a5fd-448e-b1c9-c3a2c458840f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159720 ms
Total Talk Time (AGENT): 62109 ms
Total Talk Time (CUSTOMER): 48520 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/5222cd80-a5fd-448e-b1c9-c3a2c458840f_20250217T15:40_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, you said your name was [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I'm sorry, [PII]. Hi, this is [PII]. I'm calling to get claim status a little update on the claim. I have, um, the claim number.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, give me one moment. And Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 02337055
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you say you're calling about a claim that was processed, correct?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and what's that claim number?
[CUSTOMER][NEUTRAL] 3,461,480
[AGENT][NEUTRAL] OK, for a data service of [PII]?
[CUSTOMER][NEUTRAL] Mhm, yes, uh ELB is supposed to be faxed over on um [PII]. I was just wondering, did you guys receive it?
[AGENT][NEUTRAL] Uh, let me see.
[AGENT][NEUTRAL] And when was it that you said in?
[AGENT][NEGATIVE] Uh, don't show it's been received.
[CUSTOMER][NEUTRAL] Mm OK.
[CUSTOMER][NEUTRAL] I can I can send it over again.
[AGENT][NEUTRAL] Uh, if you like, I can give you our fax number. Oh, go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] Uh, fax number.
[CUSTOMER][NEUTRAL] Either one we have is [PII].
[AGENT][NEUTRAL] Yes, ma'am. And I apologize, it looks like we did receive it, but it is processed as a duplicate. So I'm assuming that EOB was not attached.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Or we don't show that you'll be being attached.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I'll just resend it over.
[AGENT][NEUTRAL] OK. Uh, is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] OK, well I thank you for calling APL and you have a great day.
[CUSTOMER][NEUTRAL] Can I have a reference number?
[AGENT][NEUTRAL] Uh, we don't give reference numbers, but if you like, you may use my name in today's date.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Bye