AccountId: 011433970860
ContactId: 780b5685-e242-48af-b959-5e9b46e5081e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 282920 ms
Total Talk Time (AGENT): 78355 ms
Total Talk Time (CUSTOMER): 102891 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/780b5685-e242-48af-b959-5e9b46e5081e_20250611T21:42_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Oh hi [PII]. This is [PII]. I'm calling from the office to check on a claim status for a patient. Uh, could you please help me out with that?
[AGENT][NEUTRAL] Sure, I can verify claim status for you. And you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yes, it's [PII], initiated my last name is [PII].
[AGENT][NEUTRAL] OK, and the policy number, please?
[CUSTOMER][NEUTRAL] Uh, the policy number is 017589777.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Uh, yes, the callback number is [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, and verify the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Patient's name is uh.
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] Um, the date of service is.
[CUSTOMER][NEUTRAL] That's $35. That's [PII] and the total charges are $40,780.64.
[AGENT][NEUTRAL] And the balance after primary?
[CUSTOMER][NEUTRAL] Uh, $250 even.
[AGENT][NEUTRAL] You said $250?
[CUSTOMER][NEUTRAL] 250 years, 250.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] I don't show we received that claim. Can you verify the address it was submitted to?
[CUSTOMER][NEUTRAL] Uh, it was submitted to [PII].
[AGENT][NEUTRAL] Uh, that is could be the error. Our mailing address did change [PII], so when you're ready I can give you the current mailing address and or fax number.
[CUSTOMER][NEUTRAL] Uh, yes, can you please provide me that?
[AGENT][NEUTRAL] Uh, the mail address is [PII] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, [PII]. Um, could you please help me out what
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] The fax number?
[AGENT][NEUTRAL] Uh, fax number [PII].
[CUSTOMER][NEUTRAL] OK. Uh, [PII]. OK.
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm. Alright, and what would the attention to?
[AGENT][NEUTRAL] Claims department.
[CUSTOMER][POSITIVE] Perfect, um, thank you so much, [PII], for that information. Uh, I just wanted to know if the business policy is active for the.
[AGENT][NEUTRAL] Yes, effective [PII], the policy is active.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No only, right?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] No, there's no term date to it, right?
[AGENT][NEUTRAL] No, the policy is active.
[CUSTOMER][POSITIVE] OK, perfect. Um thank you so much and yeah, that's all I wanted to know for this, uh, patient. Uh, could you please help me out with the order for some of the card.
[AGENT][NEUTRAL] Uh, you can use my name in today's date.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you so much, [PII]. I hope you have a wonderful rest of your day.
[AGENT][POSITIVE] Alright, you're welcome. Thank you for calling APL. Bye.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Right.