AccountId: 011433970860
ContactId: 55fad3bc-a104-4635-8a77-918b63d469c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 238979 ms
Total Talk Time (AGENT): 54329 ms
Total Talk Time (CUSTOMER): 66857 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/55fad3bc-a104-4635-8a77-918b63d469c9_20250423T21:52_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling on behalf of provider office to check on a claim status of avoiding.
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][POSITIVE] Yeah, doing good. Thank you so much for asking.
[AGENT][POSITIVE] OK, I can help.
[CUSTOMER][NEUTRAL] Could you please uh
[AGENT][NEUTRAL] I spell my name. It's [PII]
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, no. I asked.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] Yeah, could you please help me to check on a claim status?
[AGENT][NEUTRAL] Yes, I can help with the claim status, yeah. Do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] Yeah, that is [PII]. So that's the direct line.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Policy number of the patient?
[CUSTOMER][NEUTRAL] 73 1 24.
[AGENT][NEUTRAL] That's the policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, one moment, let me check.
[CUSTOMER][NEUTRAL] Uh, sorry, the policy number is 02446504.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. And the date of birth is [PII].
[AGENT][NEUTRAL] D of service and build them out.
[CUSTOMER][NEUTRAL] That is on [PII] with the total charge amount of $4,213 even.
[AGENT][NEUTRAL] OK, thank you. Um, let me check that. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, that was received 1124 24, processed [PII] 24.
[AGENT][NEUTRAL] And that was.
[AGENT][NEUTRAL] Like we need a copy of the primary explanation of benefits.
[CUSTOMER][NEUTRAL] OK. Uh, we have already sent the primary. May I know did you receive it or not?
[AGENT][NEUTRAL] Um, when was it sent?
[CUSTOMER][NEUTRAL] It was in turn.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] To the fax number [PII].
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] Uh, I don't show that we've received it. Can you resend that?
[CUSTOMER][NEUTRAL] OK. The fax number was correct?
[AGENT][NEUTRAL] Uh, will you repeat it for me? I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes, that's right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah. Can I have the call reference?
[AGENT][NEUTRAL] That's my name, [PII], first initial to last name, [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you, [PII]. Thank you for your assistance. Have a great day. Bye-bye.
[AGENT][POSITIVE] Hey, thanks for calling APLU as well.