AccountId: 011433970860
ContactId: 7d06a5cf-bf12-4434-98ca-410c47802523
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 259480 ms
Total Talk Time (AGENT): 57913 ms
Total Talk Time (CUSTOMER): 77329 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/7d06a5cf-bf12-4434-98ca-410c47802523_20250423T14:50_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hi, this is [PII] calling from provider service to check on your claim status.
[AGENT][NEUTRAL] I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII] and the extension is [PII].
[AGENT][NEUTRAL] OK, do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yeah, so the policy number is.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] 01792121.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And date of service and build them out?
[CUSTOMER][NEUTRAL] Mhm. [PII] with the bill amount of $735 even.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Bye
[AGENT][NEUTRAL] OK, looks like we received that on [PII], [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And looks like we made a payment of $234.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] May I know the mode of payment?
[AGENT][NEUTRAL] It's a single check.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the check number, please?
[AGENT][NEUTRAL] 18544448.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Thank you. Could you able to verify the pay to address?
[AGENT][NEUTRAL] Uh, it was [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you so much. Can I get the claim number?
[AGENT][NEUTRAL] Uh, claim number 3461446.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Thank you. Uh, definitely could be able to pass the copy of your.
[AGENT][NEUTRAL] What's your facts?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh yeah. Sure.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] The fax number, can I say the fax number?
[AGENT][NEUTRAL] Yeah, what is the fax number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, I'll get that faxed over. It just takes about 5 minutes.
[CUSTOMER][NEUTRAL] Really
[CUSTOMER][POSITIVE] Yeah, thank you so much. Can I get your uh spelling of your name and call reference?
[AGENT][NEUTRAL] Uh, reference number is my name, [PII], first initial to last, uh, [PII] and today's date for reference.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Thank you, doctor.
[CUSTOMER][POSITIVE] Thank you so much for your assistance. I wish you a great day, [PII].
[AGENT][POSITIVE] OK, thanks for calling APL. You too. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm.