AccountId: 011433970860
ContactId: 676368a6-3b59-41ec-9154-2e8be6678fe4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232929 ms
Total Talk Time (AGENT): 72288 ms
Total Talk Time (CUSTOMER): 108712 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/676368a6-3b59-41ec-9154-2e8be6678fe4_20250428T19:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, good afternoon, [PII]. My name is [PII]. I'm calling from Borer Health, uh, Coral Springs, and I was calling to check on a claim that we submitted.
[AGENT][NEUTRAL] OK, yeah, I could check on a claim for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][POSITIVE] Um, yes, let me grab that for you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I know this would be 02462598 M as in Mary, L as in Larry, and then number 8.
[AGENT][NEUTRAL] OK, uh, and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Uh, first name is [PII] is the last name. Date of birth is [PII].
[AGENT][POSITIVE] Perfect thank you so much for verifying all of that, [PII] and what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And data service for this particular claim is 11-12-24.
[AGENT][NEUTRAL] OK, do you have that bill amount?
[CUSTOMER][NEUTRAL] 47715.
[AGENT][NEUTRAL] OK thank you one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, just to verify that was [PII], correct? Or is that [PII]?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, got it. Sorry about that. Let's see, so I am not showing that we've received that claim.
[CUSTOMER][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so we can get this sent over, um, just to verify, hold on.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Because I'm
[CUSTOMER][NEUTRAL] Uh, we have mailing address as [PII].
[AGENT][NEUTRAL] That's correct, yes, um, I've also got a fax number and a payer ID if you'd like.
[CUSTOMER][NEUTRAL] OK, what's that fax number?
[AGENT][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 942 [PII].
[CUSTOMER][NEUTRAL] So I have [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And what's the payer ID?
[AGENT][NEUTRAL] That is 60801.
[CUSTOMER][NEUTRAL] 60801.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, perfect. All right, we'll get this sent over. Thank you again. Um, can you spell your name for me to make sure I have the correct spelling.
[AGENT][POSITIVE] Sounds good, yeah, uh huh.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah, it's [PII] And was there anything else I can help you with [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And is there a reference number or no?
[AGENT][NEUTRAL] The reference number would just be my first name, last initial, and today's date, uh, so my last one is A.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] OK, perfect. All right, thank you again and you have a great day.
[AGENT][POSITIVE] Of course, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Bye bye.