AccountId: 011433970860
ContactId: 7c943c0b-5e35-4049-9ee4-07879f65aeee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164570 ms
Total Talk Time (AGENT): 61148 ms
Total Talk Time (CUSTOMER): 49995 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/7c943c0b-5e35-4049-9ee4-07879f65aeee_20250520T17:03_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Afternoon, thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Can send me information about a claim please.
[AGENT][NEUTRAL] OK, I can verify claim status for you and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Uh, let me pull that up, and I'm sorry, what was your name?
[AGENT][NEUTRAL] It's [PII], my initial [PII]
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, policy number is 01835966.
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] 12 3 24 $873.
[AGENT][NEUTRAL] Let's see, and do you have the balance after primary?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] You all are the primary.
[AGENT][NEUTRAL] Uh, no, ma'am. With this type of policy, the patient has its secondary only, and you're calling from?
[CUSTOMER][NEUTRAL] OK, that's probably not then because they have you all listed as primary.
[AGENT][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, so that's the whole balance was 873 and I have the claim number.
[AGENT][NEUTRAL] Are you showing 354-507-7? Yes, ma'am, the claim process is needing primary EOB.
[CUSTOMER][NEGATIVE] So you are not.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Um, do y'all, who do y'all have listed as primary? Is it Blue Cross Blue Shield?
[AGENT][NEUTRAL] Uh, let me see, give me one moment.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Uh, yes, ma'am. Looks like we have with this primary is Blue Cross Blue Shield.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and what was the call reference? I'm sorry.
[AGENT][NEUTRAL] Uh, you may use my name in today's date if you like.
[CUSTOMER][POSITIVE] All right, thank you for your time.
[AGENT][POSITIVE] Uh, yes, ma'am. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too.