AccountId: 011433970860
ContactId: 7989a5f0-38a8-40d1-b8bd-60b2d31ea61a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120059 ms
Total Talk Time (AGENT): 30048 ms
Total Talk Time (CUSTOMER): 61885 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/7989a5f0-38a8-40d1-b8bd-60b2d31ea61a_20250417T14:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. I'm calling to check the status of a claim.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, 019.
[CUSTOMER][NEUTRAL] 79,610 ML 8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. And what was that date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, I'm not showing a claim on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know why these claims are not going out. Alrighty, OK, I think I have the claims address. Let me make sure.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Let's see, let's see, is it the [PII]?
[AGENT][NEUTRAL] Yes, that's
[AGENT][NEUTRAL] Yes, [PII]. We also have a fax number if that's easy and payer ID.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, what's the payer ID?
[AGENT][NEUTRAL] A payer ID is 60801.
[CUSTOMER][NEUTRAL] OK, I think I have your fax number. Hold on, let me make sure this is the right one.
[CUSTOMER][NEUTRAL] Fax number [PII].
[AGENT][POSITIVE] Yep, that's right.
[CUSTOMER][POSITIVE] All right [PII], thank you so much.
[AGENT][POSITIVE] Thanks for calling [PII]. Have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.