AccountId: 011433970860
ContactId: 79b80363-6eb6-4427-bb41-fbe801ab62f1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187080 ms
Total Talk Time (AGENT): 64615 ms
Total Talk Time (CUSTOMER): 62859 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/79b80363-6eb6-4427-bb41-fbe801ab62f1_20250227T18:06_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], this is [PII]. I'm calling from Saint Francis Outreach Services. I am calling to check on a claim status.
[AGENT][NEUTRAL] Sure, I can check on a client for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, for sure that's [PII] and that's the direct line.
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] I do. It is 01986371.
[AGENT][NEUTRAL] OK. And uh what was the name and date of birth for the insured?
[CUSTOMER][POSITIVE] It is for sure.
[CUSTOMER][NEUTRAL] [PII] [PII] is the date of birth.
[AGENT][NEUTRAL] OK, thank you for verifying that, [PII]. and uh what was the date of service for this claim?
[CUSTOMER][NEUTRAL] This one is for [PII] with the billed amount of $48.
[AGENT][POSITIVE] OK, thank you one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm sorry, you said the provider that was uh Saint Francis Outreach?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so we did receive this claim uh looks like we're missing, uh, we need a copy of the primary EOB.
[CUSTOMER][NEUTRAL] Mhm, OK, we faxed it over to you guys on [PII], um, can you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Confirm if this fax number is correct [PII].
[AGENT][NEUTRAL] Yes, give me just a moment, let me see if we did receive that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Was uh that sent with additional items or was it still just the one procedure code?
[CUSTOMER][NEUTRAL] It's just with that one procedure code.
[AGENT][NEUTRAL] OK, so it does not look like we have yet received that.
[CUSTOMER][POSITIVE] OK, I, I can resubmit that over to you guys then no worries about that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh thank you so much and is there a reference number for this call, [PII]?
[AGENT][NEUTRAL] It would just be my first name, last initial and today's date. Uh, so my name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] Uh, no, that'll be all for now. Thank you for your help.
[AGENT][POSITIVE] Of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too now bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.