AccountId: 011433970860
ContactId: 84ada46b-36db-46ef-83c3-12d8588920f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214809 ms
Total Talk Time (AGENT): 79416 ms
Total Talk Time (CUSTOMER): 68683 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/84ada46b-36db-46ef-83c3-12d8588920f7_20250429T16:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, hi, [PII]. This is [PII] calling from provider's office. How are you?
[AGENT][POSITIVE] I'm doing well, [PII] how are you?
[CUSTOMER][NEUTRAL] Uh I just need, I'm also just need to help to claim status.
[AGENT][NEUTRAL] Yeah, I can check on a claim for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[AGENT][POSITIVE] OK, thank you. And do you
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] And you spell the name is [PII]?
[AGENT][NEUTRAL] It's uh [PII]
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] That's [PII] last initial.
[AGENT][NEUTRAL] A
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Sure, and then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, I have the policy number here as
[CUSTOMER][NEUTRAL] 016.
[CUSTOMER][NEUTRAL] 116
[CUSTOMER][NEUTRAL] 48
[CUSTOMER][NEUTRAL] M. like Mary, L like Larry, number 7.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] This is for [PII]. Date of birth, [PII].
[AGENT][NEUTRAL] Thank you for verifying that and what was the date of service for this client, please?
[CUSTOMER][NEUTRAL] And this is for [PII]. Amount is $400 even.
[AGENT][NEUTRAL] 400. OK. Thank you. One moment please.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, you did say that was for [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, so I'm not showing that we've received any claims for that date of service for this member.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] A patent active salesman.
[AGENT][NEUTRAL] Uh, the policy's effective date was [PII].
[AGENT][NEUTRAL] And it is currently active.
[CUSTOMER][NEUTRAL] Selective.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And the mailing address, please.
[AGENT][NEUTRAL] Uh, mailing address is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Correct. I've also got a fax number and a payer ID if you'd like.
[CUSTOMER][NEUTRAL] And the.
[CUSTOMER][NEUTRAL] Sure, you can provide me the PRID.
[AGENT][NEUTRAL] OK your ID is [PII].
[CUSTOMER][NEUTRAL] And the reference number, Ms. [PII].
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. Was there anything else I could help you with, Hunter?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No, that's it. Thank you very much. Have a great day.
[AGENT][POSITIVE] Of course, yeah, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] OK.