AccountId: 011433970860
ContactId: 7cbac65a-a3da-4449-abc1-446312e11b26
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251100 ms
Total Talk Time (AGENT): 112461 ms
Total Talk Time (CUSTOMER): 73207 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/7cbac65a-a3da-4449-abc1-446312e11b26_20250227T16:07_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, this is [PII]. I'm trying to see if a claim was ever received and processed by your company.
[AGENT][NEUTRAL] OK, sure. I can assist you with claim status, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And you're calling from which facility or provider for meditation?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I'm calling from the facility.
[AGENT][NEUTRAL] What's the name?
[CUSTOMER][NEUTRAL] I'm calling from the Drake Center.
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Policy number is.
[CUSTOMER][NEUTRAL] 1485259 for [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] I'm sorry, can you repeat the date of birth one more time?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm sorry, [PII]. I said [PII].
[AGENT][NEUTRAL] OK, yeah, yeah, that's a little bit off unless we type it wrong.
[CUSTOMER][POSITIVE] Oh goodness.
[CUSTOMER][NEUTRAL] Fairly young, huh?
[AGENT][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] That's hilarious.
[AGENT][NEUTRAL] Thank you. It's OK. And uh what is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Day of service is [PII] until [PII]. The bill amount was $1,078.
[AGENT][POSITIVE] OK, thank you. Let's see if we have it.
[AGENT][NEUTRAL] that
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's [PII], correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm, it doesn't look like we have it. Let me just go, um, I'm just gonna pull the history, go through the history.
[AGENT][NEGATIVE] Oh, yeah, we don't have anything for March at all. No claim phone call.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is her policy active for back then?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm. Yeah, the policy was effective on, let's see, [PII] and it terminated [PII].
[CUSTOMER][NEUTRAL] Uh, how can I get the claims here?
[AGENT][NEUTRAL] Um, you can either fax it or mail it. We don't have timely filing limits. Do you need the fax number or the mailing address?
[CUSTOMER][POSITIVE] Uh, the fax number is good.
[AGENT][NEUTRAL] OK, that's [PII].
[CUSTOMER][NEGATIVE] Oh jeez, my computer is froze it it didn't copy anything.
[AGENT][NEUTRAL] It's OK. Let me know when you're ready again. It's OK.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] It's 18773659423.
[CUSTOMER][NEUTRAL] 942 3.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Thank you, can I have a reference number for today?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] Uh, sure, what's the spelling?
[AGENT][NEUTRAL] It's [PII]. Last initial [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh, I have that correct. OK, thank you so much you have a great day.
[AGENT][POSITIVE] You're welcome. You as well. Thank you for calling APL.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Bye bye.