AccountId: 011433970860
ContactId: 5a43ebca-db1c-4c7c-8cb3-17ed3979a63c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232699 ms
Total Talk Time (AGENT): 111466 ms
Total Talk Time (CUSTOMER): 81534 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/2025/06/20/5a43ebca-db1c-4c7c-8cb3-17ed3979a63c_20250620T15:07_UTC.wav
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[AGENT][NEUTRAL] I thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I was calling to get claim status.
[AGENT][NEUTRAL] OK, sure. I can assist you with claim status. May I have your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and may I have a um the name of the facility you're calling from for my notes?
[CUSTOMER][NEUTRAL] Test Regional Health Systems.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number.
[CUSTOMER][NEUTRAL] Yes, it is 02435570.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Thank you and may I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Yes, uh, 49-2025 billed amount $553.57.
[AGENT][NEUTRAL] OK, thank you. And that was [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, OK, for future, you can check claim status online through our website at [PII] and that's just optional.
[AGENT][NEUTRAL] And we have no claims on file for Mr. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, I know we, it looks like we may have mailed it at the beginning of the month, um, so I don't know if it was, I was just seeing if it was received or not. Is he still active?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Yes. Mhm. The effective date on this policy is [PII]. It is active at the moment and this is one of our secondary supplemental plans for the major medical.
[CUSTOMER][NEUTRAL] OK. And um is the mailing for claims address still [PII]?
[AGENT][NEUTRAL] No, that is an old address.
[CUSTOMER][NEUTRAL] OK, can I have the updated address because it looks like that's where it was mailed.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, OK, yes, yes, I can give you the updated address. That is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] OK, so it's [PII].
[AGENT][POSITIVE] That is correct, yes. Mhm.
[CUSTOMER][NEUTRAL] Do you guys allow fax or no?
[AGENT][NEUTRAL] We do, yes, we have a fax number if you need it.
[CUSTOMER][NEUTRAL] Can I have that as well?
[AGENT][NEUTRAL] Sure. The fax number is [PII].
[CUSTOMER][NEUTRAL] Got it. I'll get this claim sent over. Can I just have a reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][NEUTRAL] OK, and that was so.
[AGENT][NEUTRAL] Do you need the spelling of my name?
[AGENT][NEUTRAL] Yes, [PII]. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] No, ma'am. That's it. Thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good day.
[AGENT][NEUTRAL] No mind if me calling. Thank you.
[CUSTOMER][NEUTRAL] You too. Bye-bye.