AccountId: 011433970860
ContactId: 62827067-a89d-417a-8102-593c9183965b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 302500 ms
Total Talk Time (AGENT): 74366 ms
Total Talk Time (CUSTOMER): 79224 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/62827067-a89d-417a-8102-593c9183965b_20250324T14:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling from Prader office checking for claim status.
[AGENT][POSITIVE] Alright, [PII], I'm happy to check on a claim for you today. Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 1330836 ML 8.
[AGENT][POSITIVE] Thank you. And do you have a good callback number?
[CUSTOMER][NEUTRAL] It's going to be [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you. And do you of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the build out.
[CUSTOMER][NEUTRAL] $3,252.75. And I have a specific question for this one.
[AGENT][NEUTRAL] You have a, what do you have for this one?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And, and [PII], we requested the OB through fax, but we still didn't receive any OB for this claim.
[AGENT][NEUTRAL] OK. One moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Wow
[AGENT][NEUTRAL] OK, so did you need this resent to you via fax the EOB for the.
[AGENT][NEUTRAL] Do to service.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let me just get this pulled up here and then I can fax this back to you.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What's the fax number, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, right.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] How many times it takes to receive the UP for this one?
[AGENT][NEUTRAL] Uh, it should only take about 5 minutes or so. I just sent it, so it's on its way.
[CUSTOMER][NEUTRAL] 5 minutes. OK. How can you spell out your name?
[AGENT][NEUTRAL] My name is spelled [PII].
[CUSTOMER][NEUTRAL] OK. Can you the call reference.
[AGENT][NEUTRAL] Call reference is my name with my last initial and today's date. The last initial to my name is [PII].
[CUSTOMER][POSITIVE] OK. Thank you, sir. Uh thank you for assisting me. Within 5 minutes, you can receive right for this one.
[AGENT][NEUTRAL] I'm sorry, what was that again?
[CUSTOMER][NEUTRAL] Uh, within 5 minutes, we received the fax, right?
[AGENT][POSITIVE] Yes, it's on its way.
[CUSTOMER][POSITIVE] OK. Thank you, sir. Uh, have a great week. Take care.
[AGENT][NEUTRAL] You too. Bye-bye, [PII].
[CUSTOMER][NEUTRAL] But