AccountId: 011433970860
ContactId: 524acd3f-5389-4cc2-8739-26e9b58a2105
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157800 ms
Total Talk Time (AGENT): 35958 ms
Total Talk Time (CUSTOMER): 89303 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/524acd3f-5389-4cc2-8739-26e9b58a2105_20250521T16:59_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]. I'm with Ve Health in [PII]. I'm just trying to get an understanding of a claim that was submitted to you guys.
[AGENT][NEUTRAL] Hi, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Area code [PII] and that's my direct.
[AGENT][NEUTRAL] OK, thank you. And the policy number for that patient?
[CUSTOMER][NEUTRAL] Let me go back to the patient's card.
[CUSTOMER][NEUTRAL] Uh, insurance card.
[CUSTOMER][NEUTRAL] It's not that one, let me see here.
[CUSTOMER][NEUTRAL] Looks like the patient had 2 insurances, but wait a minute, I'm just trying to.
[CUSTOMER][NEUTRAL] Go back to it, go back to 56.
[CUSTOMER][NEUTRAL] Here we go, American Public Life.
[CUSTOMER][NEUTRAL] OK, so the policy number is 02312747.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] I have [PII] and the date of birth is [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and do you have the date of service and bill charges?
[CUSTOMER][NEUTRAL] Data service is [PII]. The total bill amount of charges were for.
[CUSTOMER][NEUTRAL] Looks like $432.00.
[CUSTOMER][NEUTRAL] To the
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Uh, looks like we needed a copy of the primary explanation of benefits. Do you know if that was sent?
[CUSTOMER][NEUTRAL] Um, let me see here, what does this say?
[CUSTOMER][NEUTRAL] But he's
[CUSTOMER][NEUTRAL] Actually it doesn't. Do you guys have a fax?
[AGENT][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh
[CUSTOMER][NEUTRAL] And what's your name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Is there a reference number for this call?
[AGENT][NEUTRAL] Reference number is just my name, [PII], and today's date. And anything else I can help with?
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK. Well, thank you.
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Bye bye.