AccountId: 011433970860
ContactId: 9c66b98b-fe84-4f5a-8c8a-695100ec8e8c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 362500 ms
Total Talk Time (AGENT): 84970 ms
Total Talk Time (CUSTOMER): 135042 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/9c66b98b-fe84-4f5a-8c8a-695100ec8e8c_20250422T15:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] How can I help you? Hi, [PII]. My name is [PII]. I need to check on the claim. Can you please help me on this?
[AGENT][NEUTRAL] Yeah, I can help you with claim status today, [PII]. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Policy number? Yeah, sure.
[CUSTOMER][NEUTRAL] OK. And the policy number I do have here is?
[CUSTOMER][NEUTRAL] 01685749.
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] OK, and then what's a good callback number in case our call gets dropped?
[CUSTOMER][NEUTRAL] That's for the shop. [PII]
[AGENT][NEUTRAL] OK. And then the patient's first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] Date of birth, please? Uh-huh.
[CUSTOMER][NEUTRAL] Patient's first name is [PII].
[CUSTOMER][NEUTRAL] Last name is [PII], [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Your name, please?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then do you have a data service or a charge amount?
[CUSTOMER][NEUTRAL] Large amount? [PII].
[CUSTOMER][NEUTRAL] Total bill amount is $423 even.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] 72R6.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and then what provider's office are you calling from?
[CUSTOMER][NEUTRAL] Where are you calling from? Medical University, South Carolina.
[CUSTOMER][NEUTRAL] That.
[CUSTOMER][NEUTRAL] Get somebody I got I just this one.
[CUSTOMER][NEUTRAL] So you.
[CUSTOMER][NEUTRAL] I think that might be a that that's the problem.
[AGENT][NEUTRAL] OK, just a moment.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You not.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, I want that. I thought of that.
[AGENT][NEUTRAL] OK, and it looks like the received date is [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the process date is [PII].
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] And it looks like this claim was denied.
[AGENT][NEUTRAL] It looks like we are awaiting the EOB.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OV
[CUSTOMER][NEUTRAL] What is the person I was talking about please.
[AGENT][NEUTRAL] And I also have that claim number if you'd like it.
[CUSTOMER][NEGATIVE] don't like that.
[CUSTOMER][NEUTRAL] We need for primary.
[CUSTOMER][NEUTRAL] What is the claim number?
[AGENT][NEUTRAL] It is 356-704-0.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] 353.
[CUSTOMER][NEUTRAL] What is your mailing address?
[CUSTOMER][NEUTRAL] Or what is the fax number to send the UOB? Mailing address?
[AGENT][NEUTRAL] The mailing address?
[AGENT][NEUTRAL] Yes, the fax number is [PII].
[CUSTOMER][NEUTRAL] Fax number
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Can I have the call reference number?
[AGENT][NEUTRAL] Yes, it is [PII], my first name.
[AGENT][NEUTRAL] And then my last initial [PII] and today's date.
[CUSTOMER][NEUTRAL] My first name.
[CUSTOMER][NEUTRAL] That's not
[CUSTOMER][NEUTRAL] And today's date.
[AGENT][NEUTRAL] Is there anything else I, yeah, is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Thank you and bye-bye.
[CUSTOMER][NEUTRAL] Is there any? No, no, no.
[CUSTOMER][NEUTRAL] No, bye.
[AGENT][POSITIVE] OK, yep, have a good day. Thanks for calling APL.
[CUSTOMER][NEUTRAL] But I
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK. Bye.