AccountId: 011433970860
ContactId: 84695dcb-255a-44a7-a364-348a377e9155
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220750 ms
Total Talk Time (AGENT): 78059 ms
Total Talk Time (CUSTOMER): 78981 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/84695dcb-255a-44a7-a364-348a377e9155_20250227T22:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, hi, [PII]. This is uh [PII] calling from office to check your claim status.
[AGENT][NEUTRAL] Sure, I can check on a claim for you. uh, [PII], can I get a good call back number from me first in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, yes, the callback is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then uh what was that policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh yes, policy is
[CUSTOMER][NEUTRAL] 01997050.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and then uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] His name is [PII].
[CUSTOMER][NEUTRAL] Broker. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that then and uh what was the date of service for this claim?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Data services [PII]. Total charge is $1050 1050 dollars even.
[CUSTOMER][NEUTRAL] Uh that's [PII].
[AGENT][NEUTRAL] That was $1050?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, right.
[AGENT][NEUTRAL] OK, and uh [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK thank you one moment please.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I feel like.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Was this with, uh, is it anesthesiology, um, affiliates?
[CUSTOMER][NEUTRAL] Yes, right.
[AGENT][NEUTRAL] OK, so we did receive this claim then uh looks like we're missing a copy of the primary EOB.
[CUSTOMER][NEUTRAL] Mm, OK. Oh, OK, who is primary?
[AGENT][NEUTRAL] I don't know. Yeah, this is their secondary medical policy.
[CUSTOMER][POSITIVE] OK, no issue. Thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, uh,
[CUSTOMER][NEUTRAL] What is your mailing address or fax number?
[AGENT][NEUTRAL] I have both um, mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK. Thank you.
[CUSTOMER][NEUTRAL] What is the claim number?
[AGENT][NEUTRAL] Claim number is 3449.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] 310.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Uh, yes, thank you. Uh, can you provide me call first.
[AGENT][NEUTRAL] Did you want a fax number as well?
[CUSTOMER][NEUTRAL] Uh yes, please.
[AGENT][NEUTRAL] Sure that fax number is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK, thank you. Uh, thank you for the help.
[AGENT][NEUTRAL] Yeah, was there anything else I can help you with?
[CUSTOMER][POSITIVE] Hello, thank you. Have a great, wonderful for rest of day. Bye.
[AGENT][POSITIVE] OK thank you you too [PII] bye bye.
[CUSTOMER][NEUTRAL] Yes, yes.