AccountId: 011433970860
ContactId: 891d4305-8728-41f6-b622-0e5acc0b85a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 310059 ms
Total Talk Time (AGENT): 79935 ms
Total Talk Time (CUSTOMER): 95609 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/891d4305-8728-41f6-b622-0e5acc0b85a9_20250611T20:10_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office. Before going further, this call is being recorded for quality and training purposes. Is it OK for you?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] I'm so sorry. What is your name again, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], thank you. Yes, that's OK for me. What is your callback number?
[CUSTOMER][NEUTRAL] OK. My callback number is [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you so much. And what is your policy number, please?
[CUSTOMER][NEUTRAL] What is the policy number? You mean member ID?
[AGENT][NEUTRAL] Of the policy number. Some people call it member ID. I'll take that.
[CUSTOMER][NEUTRAL] You need the member ID.
[AGENT][POSITIVE] I will take the member ID. Thank you so much.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, it's 02597293.
[AGENT][POSITIVE] OK, I have that as 02597293. Thank you.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's [PII] is that and the
[CUSTOMER][NEUTRAL] Date of birth is
[CUSTOMER][NEUTRAL] [PII] and the date of service is [PII].
[AGENT][NEUTRAL] OK. The date of service is [PII]. What is the total charge amount, please?
[CUSTOMER][NEUTRAL] The total bill amount is $379.
[AGENT][NEUTRAL] Thank you. I'm gonna place you on a brief hold, OK, [PII]? Thank you. One moment.
[CUSTOMER][POSITIVE] OK, sure. Take your time.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, [PII], thank you for your hold, patience. Uh, we received the claim on [PII]. It was processed on [PII]. We are requesting the explanation of benefits from the primary.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Hey guys.
[CUSTOMER][NEUTRAL] OK, just a moment, hold on.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] When you receive the claim?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] OK, and you need the primary OB, right?
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][NEUTRAL] OK. And could you please provide me the claim number?
[AGENT][NEUTRAL] Certainly, it is 36066997.
[CUSTOMER][NEUTRAL] Uh, could you please repeat one more time? It's 360.
[AGENT][NEUTRAL] 669-7.
[CUSTOMER][NEUTRAL] OK. It's 36066997, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, and could you please provide me the fax number?
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] 942 [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] No, [PII].
[CUSTOMER][NEUTRAL] OK, it's 23. OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, just a moment, hold on for a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And could you please spell your name for me?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK. And your last name initial is?
[AGENT][NEUTRAL] [PII]. Anything else I can help you with, [PII]?
[CUSTOMER][POSITIVE] Oh, no, thank you so much for your assistance. Stay safe. Bye for now.
[AGENT][POSITIVE] Thank you for calling APL. Take care bye.