AccountId: 011433970860
ContactId: 7f60119a-21c4-493b-84b8-8aa5da92b6a5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185919 ms
Total Talk Time (AGENT): 87733 ms
Total Talk Time (CUSTOMER): 80728 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/7f60119a-21c4-493b-84b8-8aa5da92b6a5_20250319T15:55_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, good morning, sir. This is [PII] calling from Sleep Disorder Center of Louisiana. And I need your help to check the status of our claim, please.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh [PII], it would be a pleasure to assist you with that claim status. What is a good callback number?
[CUSTOMER][NEUTRAL] Yes, it is [PII], no extension.
[AGENT][NEUTRAL] Thank you. And [PII], what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] Yes, um, policy number I have is 00916547.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Yes, uh, this is for uh [PII]. Date of birth, [PII].
[AGENT][POSITIVE] All right, thank you, and it would be a pleasure to assist you with claim status. uh [PII], I am checking.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] On Mr. [PII]'s policy, we do not have any claims on file.
[AGENT][NEUTRAL] Do you know where the claim was sent?
[CUSTOMER][NEUTRAL] Yes, it was sent to [PII]. Is this the correct fax, um, sorry, mailing address?
[AGENT][NEUTRAL] Mhm
[AGENT][NEGATIVE] It is not correct, and I can give you our correct mailing address for claims as well as a claims fax number.
[CUSTOMER][NEUTRAL] OK, what's correct claims mailing address?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the fax number?
[AGENT][NEUTRAL] Fax number to our claims department is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 942 [PII].
[CUSTOMER][NEUTRAL] OK, I'll go ahead and resubmit her claim. Uh, thanks for your help. You provide call reference number.
[AGENT][NEUTRAL] Call reference number is my name and today's date, and I spell my name [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] First initial last name, [PII].
[AGENT][POSITIVE] And [PII], it was a pleasure to assist you with that claim status. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Uh, no, that's all for today. Thank you for your time and help. Have a great day. Bye for now. Thank you.
[AGENT][POSITIVE] I hope you have, I hope you have a wonderful day as well. Thank you for calling APL. Take care.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You too. Bye.