AccountId: 011433970860
ContactId: 989b42c6-e063-4d93-9bd5-237ac059ed69
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 286630 ms
Total Talk Time (AGENT): 86737 ms
Total Talk Time (CUSTOMER): 90519 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/989b42c6-e063-4d93-9bd5-237ac059ed69_20250114T14:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] How's it going [PII]? This is [PII]. I'm calling from Proda's office. I'm trying to get claim status.
[AGENT][POSITIVE] I'm doing good, [PII]. How about you?
[CUSTOMER][POSITIVE] So far so good.
[AGENT][NEUTRAL] OK, good. I can help you with the claim status. What's the policy number?
[CUSTOMER][NEUTRAL] Uh, yeah, so that one is 013432.
[CUSTOMER][NEUTRAL] 12 M for Mary, L for Lima 8.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Of the
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] Alright, thanks for that, [PII], and you said this is for a claim status correct?
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] And what's the date of service in charge?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The charge was for $13,458 even.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] And this is for [PII], the policyholder or the yeah, the policy holder. I'm not showing this data of service on file for [PII]. You said [PII] or you said [PII].
[CUSTOMER][POSITIVE] Yeah, that's right.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Yeah, yeah, let's see, give me a second.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Why
[AGENT][NEUTRAL] Yeah, I'm not showing this state of service on file for [PII].
[CUSTOMER][NEUTRAL] So no claim on fire.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Um, do you mind verifying your your ID with me?
[AGENT][NEUTRAL] Uh, it's 60801.
[CUSTOMER][NEUTRAL] OK, give me one second please, ma'am.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I'm just trying to see if there's something else that I need from you. Give me one second, sorry to keep you holding.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm it looks like I'm gonna have to rebuild it.
[AGENT][NEUTRAL] OK, was it sent to that payer ID number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's 60801 you said right?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah, probably I have to request to update it because I don't see that one out here.
[AGENT][NEUTRAL] OK, and do you want the claims mailing address?
[CUSTOMER][NEUTRAL] Yeah, that should be fine.
[AGENT][NEUTRAL] Uh, it's [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] 2,489,500.
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] That's the best.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][POSITIVE] I got it thank you so much man.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and you can also check your status on our online service center at [PII]. And any other questions, uh, Quil I can assist with today?
[CUSTOMER][POSITIVE] Oh no, that should be it. Thank you so much. Oh well, may I have the, the, sorry to, to cut you, may I have the call reference number?
[AGENT][POSITIVE] You're welcome thanks for calling.
[AGENT][NEUTRAL] You'll use my name in today's date as your reference. It's [PII], first initial of my last name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, that should be then thank you so much, [PII] that was pretty useful.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Same for you though I know.
[AGENT][NEUTRAL] Uh bye bye.