AccountId: 011433970860
ContactId: 9a5cafbc-2fe3-4652-941e-aba617580ab8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 270899 ms
Total Talk Time (AGENT): 69580 ms
Total Talk Time (CUSTOMER): 124455 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/9a5cafbc-2fe3-4652-941e-aba617580ab8_20250116T13:21_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] to get something out
[CUSTOMER][NEUTRAL] [PII], uh, my name is [PII] and last initial is [PII] I am calling with Gastro Health.
[CUSTOMER][NEUTRAL] And I'm needing to check on a few claims, please.
[AGENT][NEUTRAL] OK, do you have a callback number I can get in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] I do. The policy number is 0 I'm sorry 01954708 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Patient is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing claim status?
[CUSTOMER][NEUTRAL] I have 3 of them that I am meeting claim status for.
[AGENT][NEUTRAL] OK, hold on one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, I can look those up for you. What data service is it for?
[CUSTOMER][NEUTRAL] Uh, the first one is data service [PII] today, a year from today, and the total charges is $16,600.
[CUSTOMER][NEUTRAL] That was the original build amount.
[AGENT][NEUTRAL] And they do have a new policy number. Let me give you that. It's 02.
[AGENT][NEUTRAL] 430719.
[CUSTOMER][NEUTRAL] And when was this new policy number effective?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hold on one moment I'm looking.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] That up for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm not showing we've received any claims on her.
[CUSTOMER][NEUTRAL] Well, you know what, it might be because of this new policy number.
[CUSTOMER][NEUTRAL] Um, because we don't have that policy number, the new policy number.
[AGENT][NEUTRAL] Yes, ma'am. We don't have any claims on this policy at all.
[CUSTOMER][NEUTRAL] On
[CUSTOMER][NEUTRAL] Is it possible to fax them?
[AGENT][NEUTRAL] Yes, ma'am. You can fax them.
[CUSTOMER][NEUTRAL] I'll just update the uh policy number and then I can fax them and then do you need the uh primary uh EOB or?
[AGENT][NEUTRAL] Yes, ma'am, we do. Mhm.
[CUSTOMER][NEUTRAL] Um, and
[CUSTOMER][NEUTRAL] OK, so, all right, media obese.
[CUSTOMER][NEUTRAL] OK, and where would I fax this to?
[AGENT][NEUTRAL] It is 877.
[AGENT][NEUTRAL] 3659423
[CUSTOMER][NEUTRAL] OK, and I don't have to build them as corrected. I can, I, cause you've not received them. I'm sure you have not received. Let's try this one just to make sure. Uh, the next, I have 3.
[AGENT][POSITIVE] We don't have any claims at all.
[AGENT][NEUTRAL] On her policy? None.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No claims. OK, I will, all right. I will get this um corrected and get these faxed right over to you.
[AGENT][NEUTRAL] No claims.
[AGENT][POSITIVE] OK, that'll be great.
[CUSTOMER][NEUTRAL] All right, well thank you, um, [PII], can I have a call reference number by chance?
[AGENT][NEUTRAL] We do not have call reference numbers. You can use my name and today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you, [PII] and have a great day.
[AGENT][POSITIVE] Thank you, [PII] for calling APL. You as well.
[CUSTOMER][POSITIVE] Uh huh take care.
[AGENT][POSITIVE] Bye-bye. You too.
[CUSTOMER][NEUTRAL] Bye bye.