AccountId: 011433970860
ContactId: 61793dd1-4628-48ab-9061-58beb79c858c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187660 ms
Total Talk Time (AGENT): 77777 ms
Total Talk Time (CUSTOMER): 51369 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/61793dd1-4628-48ab-9061-58beb79c858c_20250116T18:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I have a question on a claim if you're able to help me with that.
[AGENT][NEUTRAL] Of course I can look at a claim for you. Uh, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], are you with a provider or are you with the insured?
[CUSTOMER][NEUTRAL] Provider.
[AGENT][NEUTRAL] OK, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII] direct secure line.
[AGENT][NEUTRAL] OK, thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I do. That is 01849113.
[AGENT][NEUTRAL] OK, thank you. Uh, what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] That's [PII] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII] do you have a claim number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, let me see here. I believe I do. That is, no, I don't. I have an EOB but I don't have a claim number on it.
[AGENT][NEUTRAL] OK, uh, what was the date of service?
[CUSTOMER][NEUTRAL] OK, that data service is [PII] total bill $86 even.
[AGENT][NEUTRAL] 86 OK thank you one moment please, let me find that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is this with uh Gunderson Lutheran Medical Center?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, I do believe I found it. Give me just a moment.
[AGENT][NEUTRAL] OK, so yes, for this claim, uh, we are needing a copy of the primary EOB to continue processing.
[CUSTOMER][NEUTRAL] OK, where should I fax that to?
[AGENT][NEUTRAL] Uh, I can give that fax number. Let me know when you're ready.
[CUSTOMER][POSITIVE] Yep I'm ready.
[AGENT][NEUTRAL] It is 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK and then do I need to send anything with it like the claim or?
[AGENT][NEUTRAL] Um, you can reference the claim number. I can give that to you when you're ready if you needed that.
[CUSTOMER][NEUTRAL] OK, yep, I need that.
[AGENT][NEUTRAL] It is 355-046-6.
[CUSTOMER][NEUTRAL] 355-046-6
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And do you have a call reference?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. sorry my name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] I don't think so that's all thanks.
[AGENT][POSITIVE] OK, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye.