AccountId: 011433970860
ContactId: 8c70bfa3-86fd-42fb-b142-2b9a75c0728e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193610 ms
Total Talk Time (AGENT): 86929 ms
Total Talk Time (CUSTOMER): 53989 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/8c70bfa3-86fd-42fb-b142-2b9a75c0728e_20250429T14:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh yes ma'am. I thought I was calling Chicken queen for a patient.
[AGENT][NEUTRAL] to check on the claim for you. Do you have their policy number?
[CUSTOMER][POSITIVE] Oh yes ma'am.
[CUSTOMER][NEUTRAL] It is um.
[CUSTOMER][NEUTRAL] 01.
[CUSTOMER][NEUTRAL] 659-2220
[AGENT][NEUTRAL] I'm sorry, did you say 220 at the end?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, sorry about that.
[CUSTOMER][NEUTRAL] It got also got ML 8 on this one. I'm not sure if that's included on that or not.
[AGENT][POSITIVE] No worries, no worries.
[AGENT][NEUTRAL] Alright, and then if you don't mind, can I grab your first name and a callback number?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII] spelled [PII], and my number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And then what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] Thank you and then what's the date of service?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] And it's for $1,703 even.
[AGENT][POSITIVE] Thank you for that. Give me just one moment, let me take a look here.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, thank you for your patience on that. So it looks like we did receive a claim uh for this on [PII]. It was processed on [PII]. It looks like we're awaiting some information from the employer just to confirm eligibility, um, and that was sent out on [PII]. We haven't gotten anything back as of now.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Oh, is there something that we can do on our end?
[AGENT][NEUTRAL] Um, it looks like upon receipt of this we continue processing the claim, so we're just awaiting, um, from the employer I guess if you guys wanted to contact the insured they could contact the employer and see what's going on with it.
[CUSTOMER][NEUTRAL] OK, OK, I'll send him a letter. Alright then, well that is what I needed, um, I just need a call reference number.
[AGENT][NEUTRAL] Yeah, not a problem. Call reference is gonna be my name with the initial to my last name and then today's date. My name again is [PII], that's [PII] and then the initial to my [PII] name is [PII].
[AGENT][NEUTRAL] For today's date.
[CUSTOMER][POSITIVE] Alright then thanks.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day, [PII].
[CUSTOMER][NEUTRAL] You too bye bye.