AccountId: 011433970860
ContactId: 6f5ebb2c-ad7b-4275-bf0b-baaa42e2f812
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220460 ms
Total Talk Time (AGENT): 77598 ms
Total Talk Time (CUSTOMER): 80425 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/6f5ebb2c-ad7b-4275-bf0b-baaa42e2f812_20250623T18:43_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from Mobile Medical Response. I'm calling to get a claim status on one of our claims.
[AGENT][NEUTRAL] OK, uh, Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] It is 223-0083.
[AGENT][POSITIVE] OK, thank you. Give me one moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] That is [PII], [PII].
[AGENT][NEUTRAL] OK, and the day of service and amount of the charge.
[CUSTOMER][NEUTRAL] [PII] and that was $1,973.
[AGENT][NEUTRAL] OK, and the balance after primary?
[CUSTOMER][NEUTRAL] It was $298.83.
[AGENT][NEUTRAL] OK, thank you, one moment.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I don't show that claim has been received. Uh, can you verify the mailing address it was submitted to?
[CUSTOMER][NEUTRAL] Yes, it was [PII].
[AGENT][NEUTRAL] Uh, that could be, uh, well, that, that could be. That address did change on [PII], so that could be the reason why we hadn't received the claim. If you like, I can give you the current mailing address and or fax number.
[CUSTOMER][NEUTRAL] Can I get both actually?
[AGENT][NEUTRAL] Sure, let me know when you're ready.
[CUSTOMER][POSITIVE] I am ready.
[AGENT][NEUTRAL] OK, the [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So just to make sure I got it right, it's [PII] my gosh, I'm sorry, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And then what was that fax number?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And just to make sure I got that one right, [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Alright, perfect, thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Nope, that is it.
[AGENT][POSITIVE] OK, thank you so much for calling APO. You have a great day, Ms. [PII].
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Bye.