AccountId: 011433970860
ContactId: 541ff78f-8fd5-4a19-9012-a041ef4f584a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153210 ms
Total Talk Time (AGENT): 51658 ms
Total Talk Time (CUSTOMER): 55960 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/541ff78f-8fd5-4a19-9012-a041ef4f584a_20250502T21:08_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling for claim status.
[AGENT][NEUTRAL] OK, I can verify claim status for you. And Miss [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] It's A6, no, I'm sorry, one moment. Um
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's 02357655 ML8.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII] and the amount is $513.64.
[AGENT][NEUTRAL] OK. And do you have the balance after primary process to claim?
[CUSTOMER][NEUTRAL] Um, yes, it's $55.01.
[AGENT][POSITIVE] OK, thank you, give me one moment.
[AGENT][NEUTRAL] I don't show we received that claim. Uh, can you verify the mailing address it was submitted to?
[CUSTOMER][NEUTRAL] Um, actually it looks like it was sent as a crossover from the primary. Maybe they didn't send it. OK, so it's not on file.
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] They wouldn't, uh, primary wouldn't send us that information.
[CUSTOMER][NEUTRAL] Oh, OK. OK. Is the [PII] the correct one?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. Thank you. And do you have a reference number?
[AGENT][NEUTRAL] Uh, if you like, you may use my name in today's date.
[AGENT][NEUTRAL] And is there anything else, Miss [PII] I can assist you with today?
[CUSTOMER][POSITIVE] OK. No, that'll be it. Thank you.
[AGENT][POSITIVE] Alright, you're welcome. Thank you for calling APL have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye.