AccountId: 011433970860
ContactId: 8fa3dcb4-24a6-4ae8-877d-c536b5b95d8b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191910 ms
Total Talk Time (AGENT): 76522 ms
Total Talk Time (CUSTOMER): 67511 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/8fa3dcb4-24a6-4ae8-877d-c536b5b95d8b_20250122T21:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'd like to claim status.
[AGENT][NEUTRAL] Yeah, I could check on a claim for you [PII]. Uh, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII] and that's correct.
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Um, yes, I do. Give me one second. It's gonna be 021-75352.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] NL 8.
[AGENT][NEUTRAL] Alright, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][NEUTRAL] Alright, thank you for verifying that [PII]. uh, what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Data service 312024 total bill amount $427 even.
[AGENT][POSITIVE] How much did you say? I'm so sorry.
[CUSTOMER][NEUTRAL] Oh no, actually $427.01.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is that right, yeah.
[AGENT][NEUTRAL] And that date of service was [PII]?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK thank you one moment please.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so we did receive this claim with [PII]. According to this, we were the EOB was not legible, so we were unable to excuse me, we were unable to process it. So if you could resubmit that EOB, um, just more legible copy of that, then we can continue processing.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there
[CUSTOMER][NEUTRAL] Yeah, because this goes via fax. Is there any way we could email it because I think when we send it through the fax you guys usually can't read it.
[AGENT][NEUTRAL] No email um we have a fax number, a mailing address and a payer ID.
[CUSTOMER][NEUTRAL] Um, what is?
[CUSTOMER][NEUTRAL] The mailing address.
[AGENT][NEUTRAL] The mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK perfect alrighty.
[AGENT][NEUTRAL] Alright, was there anything else I could help you with?
[CUSTOMER][NEUTRAL] OK, I'll go ahead and submit that. No, that'll be all.
[AGENT][POSITIVE] Alright, well thanks for calling. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.