AccountId: 011433970860
ContactId: 922e354e-4bca-41d8-8171-85c5548eb18b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 298750 ms
Total Talk Time (AGENT): 107218 ms
Total Talk Time (CUSTOMER): 104946 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/922e354e-4bca-41d8-8171-85c5548eb18b_20250128T19:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider office. Before proceeding, I would like to share you this call is recorded for training and quality purpose. Is it OK for you?
[AGENT][NEUTRAL] Yeah, um, I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Could you spell that for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK thank you and then uh can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][POSITIVE] OK thank you and then uh what can we help you with today?
[CUSTOMER][NEUTRAL] Claim status.
[AGENT][NEUTRAL] OK, I can check on the claim for you. Uh, do you have the policy number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It will be 02035266.
[AGENT][NEUTRAL] Thank you. And what was the name and date of birth for the number?
[CUSTOMER][NEUTRAL] Name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that and uh what was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII], with total charge $500 even.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Can you spell your name for me, please?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Can you spell out your name?
[AGENT][NEUTRAL] My name is spelled [PII]
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Of course, OK, so I did find this claim, uh, we are missing a copy of the primary EOB.
[CUSTOMER][NEUTRAL] OK, can you provide the claim number?
[AGENT][NEUTRAL] Yes, claim number is 352 4.
[AGENT][NEUTRAL] 459.
[CUSTOMER][NEUTRAL] OK. Actually, I have 2 more claims.
[AGENT][NEUTRAL] Are these for different members or is this gonna be for the same member?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I have one more claim for the same member and another is for different.
[AGENT][NEUTRAL] OK, um, what was the date of service for this uh member that we're looking at right now?
[CUSTOMER][NEUTRAL] [PII], sorry, [PII], the total charge $670.
[AGENT][NEUTRAL] 70 OK.
[AGENT][NEUTRAL] OK, so we did receive this one as well um it is the same as the other, uh, where we are missing the primary EOB.
[CUSTOMER][NEUTRAL] OK. Can you provide me this.
[AGENT][NEUTRAL] My number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, that is 353-0806.
[CUSTOMER][NEUTRAL] OK. Uh, for the same date of service, sir, the total charge is $450.
[AGENT][NEUTRAL] Um, give me a moment. I'm sorry, um, this other client we're looking at is for a different member, correct?
[CUSTOMER][NEUTRAL] No. Uh, yes, uh, this one is different and actually I have two claims with the same date of service.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK it was for a different member.
[CUSTOMER][NEUTRAL] Uh, for this number, $450.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I'm sorry, this was for the same member. This is still for [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The same date of service. OK. OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, the same date of service for $450?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so this one is the same as well, uh, we are missing the primary EOB.
[CUSTOMER][NEUTRAL] Confirm the claim number.
[AGENT][NEUTRAL] That is 353-0803.
[CUSTOMER][NEUTRAL] But I
[CUSTOMER][NEUTRAL] And the call reference number for um these 3 teams.
[AGENT][NEUTRAL] Uh, reference number would just be my first name, last initial, and today's date. Uh, so my last initial is A.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Yeah, was there anything else I can help you with?
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][POSITIVE] OK, well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Yeah, I used to think so.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye.