AccountId: 011433970860
ContactId: 5cb55492-36d6-42ba-af7d-4519eeac3ab9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173619 ms
Total Talk Time (AGENT): 90918 ms
Total Talk Time (CUSTOMER): 72211 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/5cb55492-36d6-42ba-af7d-4519eeac3ab9_20250127T15:44_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling the APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from a provider's office and I received a letter in the mail and I'm just trying to figure out what you guys need from us.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Well, [PII], it would be my pleasure to assist you. What is the callback number?
[CUSTOMER][NEUTRAL] My callback number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And do you have the patient's policy number?
[CUSTOMER][NEUTRAL] I do. It is ID number is 02520891.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And you said you received a letter?
[CUSTOMER][NEUTRAL] Yes, it says explanation of benefits and on the back it has that which uh that part I understand but on the other side it says we are waiting information to confirm eligibility from benefits in a card.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Got you. Got you.
[AGENT][NEUTRAL] OK, so that was, is that for data service 12 2024?
[CUSTOMER][NEUTRAL] See, let me double check.
[AGENT][POSITIVE] Thanks, doctor.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 1220 24 yes.
[AGENT][NEUTRAL] Do, how do you say his last name? Bla it?
[CUSTOMER][NEUTRAL] Placed it, yes.
[AGENT][POSITIVE] OK, just making sure, thank you.
[AGENT][NEUTRAL] OK, so yeah, so we were checking for eligibility for that the service of 122024. We did receive that information out and we're able to process and pay the claim on 110-25.
[CUSTOMER][NEUTRAL] OK perfect so you guys don't need anything from us?
[AGENT][NEUTRAL] We do not and that was just a notification to let you know that we did receive the claim and you know we were just waiting for that additional information to be able to process, but it was processed and paid on 110-25, so y'all should be receiving that, gosh, hopefully soon between the snow and the holidays.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] Oh, I know it. I know it. Everything's taking forever.
[AGENT][NEUTRAL] Forever. Would you like, if it's gonna have the same claim number.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK perfect I will go ahead and notate that on there, um, [PII], that's all I needed um do we have a reference number for this call?
[AGENT][NEUTRAL] Reference number is my name and today's date, and I spell my name [PII].
[CUSTOMER][POSITIVE] Perfect, thank you so much.
[AGENT][POSITIVE] And it was my pleasure to assist you with that claim information. Thank you for calling APL and I hope you have a lovely day.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] Thank you, [PII]. Bye-bye.