AccountId: 011433970860
ContactId: 95c1d65a-91cf-45c8-a61f-05f5fab3e2c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201940 ms
Total Talk Time (AGENT): 83988 ms
Total Talk Time (CUSTOMER): 45269 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/95c1d65a-91cf-45c8-a61f-05f5fab3e2c1_20250128T15:05_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] with here at Ho River Oaks. I was calling to check on a claim status.
[AGENT][NEUTRAL] OK, [PII], can I get a good callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Can I get the policy number?
[CUSTOMER][NEUTRAL] Yes, 02506719.
[AGENT][NEUTRAL] OK, thank you [PII]. Can you confirm the insured's name and date of birth for me?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you and you said you're calling to check claim status?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can definitely take a look. What's that data service and build amount?
[CUSTOMER][NEUTRAL] Day of service is $103124. Total charges are $21,512.38.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Um, have you received any correspondence on this claim?
[CUSTOMER][NEUTRAL] No, I have not.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, so I have a claim number for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 353-338-5.
[AGENT][NEUTRAL] It looks like it was received [PII] processed [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] It looks like it processed and paid $550 and I do have a check number for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, that check number is 2015188.
[CUSTOMER][NEUTRAL] And is there any way I can get an EOB for that excuse me, an EOB for that faxed over.
[AGENT][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] And that check did clear on [PII].
[CUSTOMER][NEUTRAL] 3
[AGENT][NEUTRAL] And what is your fax number and I'll fax over that EOB.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Attention to [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Yes ma'am, as long as your fax machine is clear, you should receive that EOB in about 30 minutes.
[CUSTOMER][NEUTRAL] OK, that sounds good. Can I just get a reference number for today's call?
[AGENT][NEUTRAL] It's gonna be my name [PII] with the first initial to my last name M [PII] and today's date. Is there anything else I can take a look at for you?
[CUSTOMER][POSITIVE] That's everything. Thank you for your help today.
[AGENT][POSITIVE] OK, well thanks for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] All right bye bye.