AccountId: 011433970860
ContactId: 7d396eaa-b365-4e95-9e56-c543adf4c5c3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 238059 ms
Total Talk Time (AGENT): 69036 ms
Total Talk Time (CUSTOMER): 75638 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/7d396eaa-b365-4e95-9e56-c543adf4c5c3_20250325T16:05_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling the rescu. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling from a provider's office, and I'm trying to confirm if a patient claim was received, but I missed your name. I'm so sorry.
[AGENT][NEUTRAL] I'm sorry, it's [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You said your name is [PII]. Are you.
[CUSTOMER][POSITIVE] Thank you for that.
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] Yeah, because I checked it's not.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Sorry I didn't
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Did I lose you?
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] And what's that policy number, please?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, ma'am. Can you hear me?
[CUSTOMER][POSITIVE] Yes, I can now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what's that policy number?
[CUSTOMER][NEUTRAL] The policy number is 02506209.
[AGENT][POSITIVE] OK, thank you so much. Give me one moment please.
[AGENT][NEUTRAL] Do you have a callback number in case the call gets disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you and you say you're calling for claim status correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And what's the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you. And the date of service and amount of charge.
[CUSTOMER][NEUTRAL] [PII] $495.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] I do not show that claim was received. Can you verify the mailing address it was submitted to?
[CUSTOMER][NEUTRAL] Uh yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Uh, that is correct.
[CUSTOMER][NEUTRAL] And then [PII].
[AGENT][NEUTRAL] Yes, ma'am. And if you like, I can give you a fax number.
[CUSTOMER][POSITIVE] I would appreciate that.
[AGENT][NEUTRAL] And it is [PII]. I'm sorry.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So it's [PII].
[AGENT][NEUTRAL] Uh, let me double check
[AGENT][NEUTRAL] [PII] [PII].
[CUSTOMER][POSITIVE] 9942-3 thank you for that. I appreciate it and is there a reference number for our call?
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh, you can use my name at today's date of the line.
[CUSTOMER][NEUTRAL] And I'm sorry, your last initial was [PII]?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][POSITIVE] [PII] thank you you were cutting out. I appreciate you thank you so much and have a good day.
[AGENT][POSITIVE] Alright, you too, Ms. [PII], thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye