AccountId: 011433970860
ContactId: 7c6f55f2-0477-4130-9cb1-eb3ea177ded3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 268029 ms
Total Talk Time (AGENT): 65885 ms
Total Talk Time (CUSTOMER): 68371 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/2025/01/22/7c6f55f2-0477-4130-9cb1-eb3ea177ded3_20250122T16:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yeah, hi, this is [PII] here, and I'm looking for a game status.
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] Uh, well it's 02541646.
[AGENT][NEUTRAL] And a phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] And can you verify the patient's name and date of birth, [PII]?
[CUSTOMER][NEUTRAL] Uh yeah, sure, it's [PII].
[CUSTOMER][NEUTRAL] With the date of birth [PII].
[AGENT][NEUTRAL] OK, thank you for that information and you said that you're checking claim status. What's the date of service?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh well, for the date of service it's [PII] with the bill amount $143 even.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, I'm not showing date of service [PII] in the amount of $143 really uh I mean for the patient, um, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I don't show that we've received that claim yet.
[CUSTOMER][NEUTRAL] OK. And uh
[CUSTOMER][NEUTRAL] OK, and, uh, can you just confirm me like is there any kind of fax number for claim submission?
[AGENT][NEUTRAL] Mhm. The fax number is [PII].
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] 3.
[AGENT][NEUTRAL] Attention claims.
[CUSTOMER][NEUTRAL] And uh I'll just uh repeat that it's [PII].
[AGENT][NEUTRAL] Attention claims.
[CUSTOMER][NEUTRAL] OK, and, uh, can you just confirm me like uh under which network does the APL processes the claim?
[AGENT][NEUTRAL] There is no network. Uh, this policy is secondary to the major medical plan, so we'll, we'll follow the major medical.
[AGENT][NEUTRAL] Insurance.
[CUSTOMER][NEUTRAL] Uh, the medical insurance.
[AGENT][NEUTRAL] Major medical.
[AGENT][NEGATIVE] So there is no network.
[CUSTOMER][NEUTRAL] Uh, can you please spell that word for me?
[AGENT][NEUTRAL] There's no network affiliated with this policy, ma'am?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and can I just get your first name and last name first initial along with the caller reference number.
[AGENT][NEUTRAL] You'll use my name in today's date as reference for today's call, [PII] [PII]. Did you have any further questions I can help out with today?
[CUSTOMER][NEUTRAL] Um, no, uh, well, for the last name first initial it's [PII]?
[AGENT][POSITIVE] [PII]. That is correct.
[CUSTOMER][POSITIVE] OK, alright, thank you so much for your help, [PII].
[AGENT][POSITIVE] You're welcome thank you for calling APL have a good day.
[CUSTOMER][POSITIVE] You too thank you bye bye.