AccountId: 011433970860
ContactId: 552442db-b559-4d1d-ade5-e4022a6802f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208050 ms
Total Talk Time (AGENT): 60402 ms
Total Talk Time (CUSTOMER): 64723 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/552442db-b559-4d1d-ade5-e4022a6802f7_20250505T19:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] 8
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII]. I'm calling from provider office looking for a claim status.
[AGENT][NEUTRAL] OK, I'm happy to check on the claim. What's the policy number?
[CUSTOMER][NEUTRAL] Policy number is
[CUSTOMER][NEUTRAL] 0502592452.
[AGENT][NEUTRAL] All right, thank you for that. And then may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. And date of birth is [PII].
[AGENT][POSITIVE] Thank you. And then date of service.
[CUSTOMER][NEUTRAL] The service is [PII] with the bill amount of $195 even.
[AGENT][NEUTRAL] No claims on file for [PII], date of service, [PII].
[CUSTOMER][NEUTRAL] Uh, we have submitted this claim on
[CUSTOMER][NEUTRAL] Check the date for you.
[CUSTOMER][NEUTRAL] OK. So we have submitted it on
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] How was it submitted?
[CUSTOMER][NEUTRAL] 4782.
[CUSTOMER][NEUTRAL] Via people.
[AGENT][NEUTRAL] Where was it sent to?
[CUSTOMER][NEUTRAL] OK. It was submitted to.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That is the correct mailing address. I don't show we have anything. You can resubmit it uh via mail, electronically or fax.
[CUSTOMER][NEUTRAL] What is the mailing address?
[AGENT][NEUTRAL] The [PII].
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] The fax number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. And uh
[CUSTOMER][NEUTRAL] OK. Can I get the call reference number?
[AGENT][NEUTRAL] Call references my name with my last initial than today's date. My name again is [PII], that's [PII] Last initial is [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much for your help, [PII]. Have a nice day. Bye-bye.
[AGENT][NEUTRAL] Yeah. You too. Bye-bye.