AccountId: 011433970860
ContactId: 93f2c426-d269-43e9-b415-9fa741a61b6c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215699 ms
Total Talk Time (AGENT): 68090 ms
Total Talk Time (CUSTOMER): 88813 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/93f2c426-d269-43e9-b415-9fa741a61b6c_20250618T21:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I was calling for claim status. I needed to check to see whether or not you received our claim.
[AGENT][NEUTRAL] OK, I can help you with claim status, and I'm sorry, I missed your name. What was that?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, thank you. And what's a good callback number, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh, what's the policy number for that patient?
[CUSTOMER][NEUTRAL] Policy number for the patient is going to be.
[CUSTOMER][NEUTRAL] Oh, let me see if I can find it here. I've got a social, will that do?
[AGENT][POSITIVE] Yeah, that'll work.
[CUSTOMER][NEUTRAL] OK. So is [PII].
[AGENT][NEUTRAL] And what was the patient's first and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I found that policy. Let me get that pulled up real quick.
[AGENT][NEUTRAL] And do you have her date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And what was the date of service and bill charges?
[CUSTOMER][NEUTRAL] [PII], bill charged $14,385.86 and after the primary paid, the remaining amount is $4,337.90.
[AGENT][NEUTRAL] That was [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] It looks like we don't have it on file. Could you resubmit that?
[CUSTOMER][NEUTRAL] Certainly can. I think that's what I, we received some uh our mail the claim back and I didn't know if it was an issue that we had the wrong address. Would you please verify the correct address for me?
[AGENT][NEUTRAL] Um, our mailing address is [PII].
[CUSTOMER][NEUTRAL] OK, so that's [PII]. Is that correct?
[AGENT][NEUTRAL] That's correct. And let me give you the policy number. Um, it is.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] 01947256.
[CUSTOMER][POSITIVE] Wonderful, [PII]. We'll go ahead and get that over to you with the primary EOB. Do you accept this by fax or does it need to be mailed?
[AGENT][NEUTRAL] Um, you can send it by fax.
[CUSTOMER][NEUTRAL] OK. May I have your fax number, please?
[AGENT][NEUTRAL] Fax number is [PII].
[CUSTOMER][NEUTRAL] And do you want me to reference this claim number or I mean policy number?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] OK, thank you, [PII]. Do you also provide reference numbers for your calls?
[AGENT][NEUTRAL] A reference number is just my name, [PII], first initial to last name [PII], and today's date. And anything else I can help with today?
[CUSTOMER][POSITIVE] No, that was plenty. Thank you so much for your help, [PII]. You have a good afternoon.
[AGENT][POSITIVE] OK, thank you for calling APL. You as well. Bye-bye.
[CUSTOMER][NEUTRAL] Uh-huh. Bye-bye.