AccountId: 011433970860
ContactId: 6534bdc8-bf05-4fb1-9337-c97b5f1f1ad4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188880 ms
Total Talk Time (AGENT): 65461 ms
Total Talk Time (CUSTOMER): 54992 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/6534bdc8-bf05-4fb1-9337-c97b5f1f1ad4_20250521T13:55_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh yes, I needed to get an update on the.
[CUSTOMER][NEUTRAL] A claim.
[AGENT][NEUTRAL] OK, I can verify claim status for you and your name is?
[CUSTOMER][NEUTRAL] Care regional urgent care.
[AGENT][NEUTRAL] I apologize, your phone cut out. You said [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And Ms. [PII], what is that?
[CUSTOMER][NEUTRAL] Yes, it's [PII] with Hunt Regional.
[AGENT][NEUTRAL] Hunt Regional, OK, and Miss [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] I have 0234.
[CUSTOMER][NEUTRAL] 1573
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And Ms. [PII], verify that patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Thank you. And what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] [PII] in the amount of $392.
[AGENT][POSITIVE] Thank you, ma'am. Give me one moment.
[AGENT][NEUTRAL] I do not show we received that claim. Can you verify the mailing address it was submitted to?
[CUSTOMER][NEUTRAL] Uh yeah, let me.
[CUSTOMER][NEUTRAL] Looks like it was [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh, that is correct. Um, if you like, Ms. [PII], I can give you our fax number if you like to fax the claim to our office.
[CUSTOMER][POSITIVE] Yes, that would be great.
[AGENT][NEUTRAL] OK. It is [PII].
[CUSTOMER][NEUTRAL] OK, uh, we'll get that faxed.
[AGENT][NEUTRAL] OK, and is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Uh, just a reference number.
[AGENT][NEUTRAL] Uh, if you like, you may use my name at today's date.
[CUSTOMER][NEUTRAL] OK, and what was your name again?
[AGENT][NEUTRAL] Uh it's [PII], last initial [PII].
[CUSTOMER][POSITIVE] OK. All right. Thank you today.
[AGENT][POSITIVE] Uh, yes ma'am, thank you for calling APL. You have a great day.
[CUSTOMER][POSITIVE] Thank you bye bye.