AccountId: 011433970860
ContactId: 5f8ae4d3-30b8-4710-b5e3-e721f39a58ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107260 ms
Total Talk Time (AGENT): 36220 ms
Total Talk Time (CUSTOMER): 38650 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/5f8ae4d3-30b8-4710-b5e3-e721f39a58ab_20250619T20:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Clank status please.
[AGENT][NEUTRAL] OK, I can help you with claim status. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Sure, it's [PII] and the number is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Sure, it's 02580011.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And what was that date of service and bill charges?
[CUSTOMER][NEUTRAL] OK, the date of service is [PII] for $8,0005.
[AGENT][NEUTRAL] OK, looks like we received that claim on 55-2025.
[AGENT][NEUTRAL] It was process or processed 56 2025 and
[AGENT][NEUTRAL] Uh, looks like we need a primary explanation of benefits.
[CUSTOMER][NEUTRAL] Oh, OK, they need that. OK, I'll send it over then. Is there a fax or do I have to send it through mail?
[AGENT][NEUTRAL] Uh no, there's a fax. You can fax it to [PII].
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect thank you very much.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a good afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.