AccountId: 011433970860
ContactId: 729bb3b2-4701-4260-ac89-7d4aa3ca424c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184399 ms
Total Talk Time (AGENT): 36649 ms
Total Talk Time (CUSTOMER): 61556 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/729bb3b2-4701-4260-ac89-7d4aa3ca424c_20250625T14:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi this is [PII] calling from provider's office to check the claim status.
[AGENT][NEUTRAL] Hey [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The policy number for the patient?
[CUSTOMER][NEUTRAL] 02465027 M as in Mario L as in Lima 8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's first name is [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] And date of service and bill charges?
[CUSTOMER][NEUTRAL] [PII]. And the billing amount is 62 $2,302 even $32 even.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] OK, it looks like we received the claim on [PII].
[AGENT][NEUTRAL] Process [PII].
[AGENT][NEUTRAL] A copy of the primary EOD. Do you know when that was sent?
[CUSTOMER][NEUTRAL] Previously sent primary, can you check with that.
[AGENT][NEUTRAL] Yeah, we needed the copy of the primary explanation of benefits.
[CUSTOMER][NEUTRAL] Previously we send primary. Can you check whether or not.
[AGENT][NEUTRAL] You send it?
[CUSTOMER][NEUTRAL] Yes, previously sent, so can you check with that received or not?
[AGENT][NEGATIVE] We, we haven't received it.
[CUSTOMER][NEGATIVE] I haven't received it.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEGATIVE] No, we have not received the primary.
[CUSTOMER][NEUTRAL] Fax number, please?
[AGENT][NEUTRAL] Fax number [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Sorry, [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Call for some
[AGENT][NEUTRAL] My name is [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you for the information. Have a nice day.
[AGENT][POSITIVE] Thank you for calling APL