AccountId: 011433970860
ContactId: 7ab88ed0-ad29-4a3f-84d8-177d6f1fbde8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217699 ms
Total Talk Time (AGENT): 31129 ms
Total Talk Time (CUSTOMER): 106439 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/7ab88ed0-ad29-4a3f-84d8-177d6f1fbde8_20250219T17:54_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Calling APO.
[CUSTOMER][NEUTRAL] Hey, [PII]. Good afternoon. My name is [PII] my last name. I don't know if the system is send, you know, send me to the correct department. I have a claim that we are sending like 6 times and we are trying to see if you guys receive it.
[AGENT][POSITIVE] I'd be happy to assist with claim status today and see if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] It's a medical
[CUSTOMER][NEUTRAL] Yes, uh [PII], and that's a direct line.
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number is 02364815.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, the patient is [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] Data service for the claim?
[CUSTOMER][NEUTRAL] Yes, it's, uh, it's a little old. This is [PII]. And um the total charge is $1,384.
[AGENT][NEUTRAL] And what's your tax ID?
[CUSTOMER][NEUTRAL] Yes, the tax ID is [PII].
[AGENT][NEUTRAL] OK, looks like we got the claim one.
[AGENT][NEUTRAL] To
[AGENT][NEUTRAL] It looks like we got different claims so we got more than one claim but it the the codes aren't the same.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Cause let me see because.
[CUSTOMER][NEUTRAL] I'm just working on this claim for the first time and I know that my team's trying to uh check these claims um and I know that we sent a couple of times but let me see.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] 00 my gosh, 6 times. The first one that was accepted, let me see, the first one is the total charge of 1,384, no, no.
[CUSTOMER][NEUTRAL] Yeah, 1,384. That's the first one that was accepted.
[CUSTOMER][NEUTRAL] And let me see the second one, is the same one? OK.
[CUSTOMER][NEUTRAL] Oh yeah, is this
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, can you hear me?
[AGENT][NEUTRAL] I'm not able to hear you.
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello.