AccountId: 011433970860
ContactId: 9c2cb86b-ec82-43a2-84d4-88a65953c06e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166130 ms
Total Talk Time (AGENT): 72192 ms
Total Talk Time (CUSTOMER): 75488 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/9c2cb86b-ec82-43a2-84d4-88a65953c06e_20250221T18:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Call if you received a secondary for us on our patient.
[CUSTOMER][NEUTRAL] Oh sorry for doing that in your ear.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] I'm sorry, it appears to be cutting out kind of, uh, could you repeat that?
[CUSTOMER][NEUTRAL] I'm calling to see if uh you received a secondary claim for our patient.
[AGENT][NEUTRAL] Sure, I can check to see if we've received a claim. Uh, what was your name?
[CUSTOMER][NEUTRAL] It's [PII]. I'm so sorry I was dialing in the phone. I didn't mean to.
[AGENT][NEUTRAL] Oh no that's OK. I had no idea what that was, um.
[CUSTOMER][NEUTRAL] I was like, why am I doing that on the phone? I'm meant to be doing it on my keyboard.
[AGENT][NEUTRAL] It happened. It's, it's been a weird day. That's you said your name was [PII].
[CUSTOMER][NEUTRAL] So sorry, yeah. Yes, ma'am.
[AGENT][NEUTRAL] OK [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's a direct line [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] I do. It is 01457188.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] And what was the name and date of birth for the patient?
[CUSTOMER][NEUTRAL] [PII], uh, [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that uh what was the date of service for this claim?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, do you have that bill amount?
[CUSTOMER][NEUTRAL] 1751. I do it is $79.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] And um community care applied to deductible.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And this was for [PII], correct?
[CUSTOMER][NEUTRAL] Yes it is.
[AGENT][NEUTRAL] OK, yeah, I'm not showing that we received a claim for that date of service.
[CUSTOMER][NEUTRAL] OK, can we fax that?
[AGENT][NEUTRAL] That was [PII] correct?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah, we have not received that yes um I've got that fax number whenever you're ready.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] It is 877.
[AGENT][NEUTRAL] 3659423
[CUSTOMER][NEUTRAL] Attention anything?
[AGENT][NEUTRAL] Uh, claims department.
[CUSTOMER][NEUTRAL] Pension claims and what was your first name? I'm so sorry.
[AGENT][NEUTRAL] All right, it's [PII]
[CUSTOMER][NEUTRAL] OK, do I need a reference number or do
[AGENT][NEUTRAL] Uh, it would just be my first name, last initial, and today's date. Uh, so my last initial is [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's it. Thank you, [PII].
[AGENT][POSITIVE] OK, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.