AccountId: 011433970860
ContactId: 70ddac7e-06af-4efc-b8db-0eb5eb43795f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139720 ms
Total Talk Time (AGENT): 73415 ms
Total Talk Time (CUSTOMER): 52968 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/70ddac7e-06af-4efc-b8db-0eb5eb43795f_20250325T18:44_UTC.wav
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[AGENT][POSITIVE] Good Afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name's [PII]. I'm calling about a claim.
[AGENT][NEUTRAL] OK, sure, I can assist you with claims. You're calling from provider's office, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. May I have the name of the facility you're calling from and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Dre or Physical therapy [PII].
[AGENT][POSITIVE] That's right yeah.
[AGENT][NEUTRAL] OK, thank you, Mr. and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 1484318 M as in Mary, L as in Lisa 8
[AGENT][NEUTRAL] OK. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] All right then thank you Miss [PII]. Let me see if I have a new policy. This one is terminated, OK, one moment.
[CUSTOMER][NEUTRAL] Well, it's for a 2024 claim.
[AGENT][NEUTRAL] This still terminated before that time. But it looks like we don't have any other policies. um, this one terminated back in [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] Yeah, it's a really old policy.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] But you guys paid.
[CUSTOMER][NEUTRAL] Some claims let me see here.
[AGENT][NEUTRAL] OK, unless you have a different number. OK.
[CUSTOMER][NEUTRAL] Right, there's only one claim.
[CUSTOMER][NEUTRAL] No, it's 2019.
[AGENT][NEUTRAL] Oh, October.
[CUSTOMER][NEUTRAL] When did that term?
[CUSTOMER][NEUTRAL] That was September, so was it [PII].
[AGENT][NEUTRAL] [PII]. Yes. Mhm.
[CUSTOMER][NEUTRAL] That explains why you paid those and not this one. OK, I will let them know.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yes.
[CUSTOMER][NEUTRAL] Do you give a reference number?
[AGENT][NEUTRAL] We don't. You can use my name in today's date if you will. Do you need the spelling of my name or any other information, Miss [PII]?
[CUSTOMER][NEUTRAL] Uh, yeah, how do you spell it?
[AGENT][NEUTRAL] That's [PII]. That's initial [PII].
[CUSTOMER][POSITIVE] OK, I spelled it right, gave me. Thank you. Have a great day.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] You're welcome. You as well, and thank you for calling APL. Have a good afternoon.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye.