AccountId: 011433970860
ContactId: 8bf6f3f6-6aaf-44a4-acf7-6db09d79d7bb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136440 ms
Total Talk Time (AGENT): 67430 ms
Total Talk Time (CUSTOMER): 41898 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/8bf6f3f6-6aaf-44a4-acf7-6db09d79d7bb_20250226T20:40_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, good afternoon, [PII]. This is [PII] calling from Signing Medical Center. I need to verify if you guys received a claim for a member.
[AGENT][POSITIVE] It would be my pleasure to assist you with that claim status [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] 018.
[CUSTOMER][NEUTRAL] 23108.
[AGENT][NEUTRAL] Thank you, [PII], and what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, and we have her listed as [PII], last name [PII].
[CUSTOMER][NEUTRAL] [PII], I guess. Mhm.
[AGENT][POSITIVE] OK, thank you. Alright, and I will be happy to assist you with that claim status. What is the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I don't have a claim on file for [PII] for [PII].
[CUSTOMER][NEUTRAL] OK, do you guys accept the claim sent via fax?
[AGENT][NEUTRAL] We do. You can fax that directly to our claims department. Our claims department fax number is [PII].
[AGENT][NEUTRAL] Excuse me one moment.
[AGENT][POSITIVE] [PII], I'm so sorry. You know that didn't happen till you get on the phone.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, I apologize, fax number [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942-3 and that comes straight to our claims department.
[CUSTOMER][POSITIVE] OK, perfect. Thank you very much. Have a wonderful day.
[AGENT][POSITIVE] It was my pleasure to assist you with that claim status, [PII]. Thank you for calling APL and have a wonderful day as well. Take care.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you bye bye.