AccountId: 011433970860
ContactId: 639bfcf2-d9f1-4efd-b4e0-d5c083cd4293
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149500 ms
Total Talk Time (AGENT): 42165 ms
Total Talk Time (CUSTOMER): 81664 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/639bfcf2-d9f1-4efd-b4e0-d5c083cd4293_20250617T14:35_UTC.wav
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[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I need to find out a claim status.
[AGENT][NEUTRAL] OK, I can help you with claim status. Could I get your name and a good callback number, please?
[CUSTOMER][NEUTRAL] [PII] and my name is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Yes, I do. It is 02332588ML8.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII] date of birth is [PII].
[AGENT][NEUTRAL] And date of service and bill charges?
[CUSTOMER][NEUTRAL] Say that one more time.
[AGENT][NEUTRAL] Uh, the date of service and bill charges?
[CUSTOMER][NEUTRAL] Like yeah
[CUSTOMER][NEUTRAL] The data of service is gonna be for [PII] and the bill amount for that date of service was it is 920.
[AGENT][NEUTRAL] That was 1222 2024, is that right?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, don't show a claim on file. Can you resubmit?
[CUSTOMER][NEUTRAL] Um, how would you like for us to resend because it was sent electronic at, uh, back and forth. You want me to send it by mail because, uh, wait, wait, wait, mail that you'll be with the claim on [PII], so we mailed out that you'll be with uh to you guys. I don't know if this is the correct address.
[CUSTOMER][NEUTRAL] Let me confirm with you.
[AGENT][NEUTRAL] Um, just.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, [PII], um, yeah.
[AGENT][NEUTRAL] Um, can you try faxing it?
[CUSTOMER][NEUTRAL] Yeah, you have a fax number?
[AGENT][NEUTRAL] Uh, fax number is 877365.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 23 perfect I will do that right now um can I get a reference number please?
[AGENT][NEUTRAL] Uh, yes, it's my name, [PII], first initial to last name, [PII], and today's date. And anything else I can help with today?
[CUSTOMER][NEUTRAL] No, ma'am, so if that one, if you didn't get that one, then that means that you get the other one, so I'll send it again, both of them.
[AGENT][POSITIVE] OK, sounds good.
[CUSTOMER][POSITIVE] Yeah, alright, perfect, thank you so much.
[AGENT][POSITIVE] Hey thanks for calling APL have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.