AccountId: 011433970860
ContactId: 84e6991f-4930-4706-b61a-67f1d4fc9faa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237339 ms
Total Talk Time (AGENT): 71857 ms
Total Talk Time (CUSTOMER): 72421 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/84e6991f-4930-4706-b61a-67f1d4fc9faa_20250324T17:57_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, uh, I need to see if a claim has been received.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], call back number is [PII], and my extension is [PII].
[AGENT][NEUTRAL] And the policy number, [PII]?
[CUSTOMER][NEUTRAL] It is 02132359.
[AGENT][NEUTRAL] Can you verify that patient's name and date of birth that you're calling to verify eligibility for?
[CUSTOMER][NEUTRAL] Yeah, that's [PII].
[CUSTOMER][NEUTRAL] And did you say date of birth?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] Thank you and you're calling to verify if we received the claim. For what date of service are you inquiring about?
[CUSTOMER][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] Um, that would be [PII].
[AGENT][NEUTRAL] For the bill amount of $300?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] 4
[AGENT][NEUTRAL] This claim was received [PII]. It was processed [PII]. There was no payment made on this claim.
[AGENT][NEUTRAL] And the reason why there was no payment is because the policy does not cover office visits.
[AGENT][NEUTRAL] Would you like that claim number?
[CUSTOMER][NEUTRAL] The policy
[CUSTOMER][NEUTRAL] Um, I'm sorry, just one more time, the policy does not.
[AGENT][NEUTRAL] Cover office visits.
[CUSTOMER][NEUTRAL] Um, cover.
[CUSTOMER][POSITIVE] OK. All right. Yeah, I'd like that ICM please.
[AGENT][NEUTRAL] It's 354-843-4.
[CUSTOMER][NEUTRAL] 3
[CUSTOMER][NEUTRAL] 354-834
[AGENT][NEUTRAL] 354-843-4.
[CUSTOMER][NEUTRAL] 0 434 OK.
[CUSTOMER][POSITIVE] OK. All right, great.
[AGENT][NEUTRAL] Would you like for me to fax you over a copy of this EOB?
[CUSTOMER][POSITIVE] That would be wonderful, yes. Thank you so much.
[AGENT][NEUTRAL] You give me one moment and I'm gonna request your fax number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] My system allow me to send it to you. I'm gonna request your fax number.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Talking to myself about my sister taking too long. What is your fax number, [PII]?
[CUSTOMER][NEUTRAL] OK, it is area code [PII].
[AGENT][NEUTRAL] I have [PII].
[CUSTOMER][POSITIVE] That's correct. Mhm.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] No, that's all. Thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day, [PII].
[CUSTOMER][POSITIVE] Thanks. You too. Bye-bye.
[AGENT][POSITIVE] Thanks. Goodbye.