AccountId: 011433970860
ContactId: 66691274-0c18-4773-90db-922166ec032b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199279 ms
Total Talk Time (AGENT): 82181 ms
Total Talk Time (CUSTOMER): 58542 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/66691274-0c18-4773-90db-922166ec032b_20250408T14:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm trying to get a claim status.
[AGENT][NEUTRAL] Sure, I can check in a claim for you. Uh, what was your name?
[CUSTOMER][NEUTRAL] [PII] How do you spell your name?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh, [PII], are you the insured or are you with a provider's office?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Provider's office.
[AGENT][NEUTRAL] OK, and then uh can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Do you have that policy number?
[CUSTOMER][NEUTRAL] I have the um
[CUSTOMER][NEUTRAL] The date of service.
[AGENT][NEUTRAL] OK, um, I would have to have the policy number, um, to be able to find the date of service that it's associated with.
[CUSTOMER][NEUTRAL] You can't use her first name?
[AGENT][NEUTRAL] Um, no, it would have to be the social, first and last name.
[CUSTOMER][NEUTRAL] Last name?
[AGENT][NEUTRAL] Or the policy number?
[CUSTOMER][NEUTRAL] I have one, but I don't know if it's for y'all. You can try it.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] 02495934.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Do you have that date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Perfect, thank you for verifying that. So this is our policy number. Uh, what was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK and then did you have that bill amount?
[CUSTOMER][NEUTRAL] Yes, it's two bill amounts for the same date of service, $1,481 and then $54.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Got it. OK, thank you for that. One moment please.
[AGENT][NEUTRAL] OK, so I am, I only have one claim on file for that date of service and it's not for either of those uh amounts so it does not look like we've received these claims.
[CUSTOMER][NEUTRAL] OK, is the billing address for your [PII]?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] So I can give you ours let me know when you're ready and then I've also got a uh fax number and a payer ID if you'd like those as well.
[CUSTOMER][NEUTRAL] You can give me the payer ID.
[AGENT][NEUTRAL] Sure, that's 60801.
[CUSTOMER][NEUTRAL] Alrighty, um, can I get a call reference please?
[AGENT][NEUTRAL] Sure, that would just be my first name, last initial, and today's date. Uh, so my last initial is [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] That'll be all thank you.
[AGENT][POSITIVE] Alright, yeah, thanks for calling HPL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too.