AccountId: 011433970860
ContactId: 9cb20654-3bad-4098-a9e4-d68858e3127b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197919 ms
Total Talk Time (AGENT): 50561 ms
Total Talk Time (CUSTOMER): 154352 ms
Interruptions: 3
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/9cb20654-3bad-4098-a9e4-d68858e3127b_20250428T18:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hi, this is calling from the provider's office to check the claim status.
[AGENT][NEUTRAL] OK, I can help you with claim status, and I didn't catch your name. What was your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII], and my last name initial is [PII]. My callback number is [PII]. Can you please spell your name?
[AGENT][NEUTRAL] Yes, it's [PII], [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Oh thank you, [PII]. How are you doing today? Yeah, I'm also doing going.
[AGENT][POSITIVE] Doing good. How about you?
[AGENT][NEUTRAL] Um, do you have the policy number for that patient?
[CUSTOMER][POSITIVE] Thank you for asking.
[AGENT][NEUTRAL] Yeah, of course.
[CUSTOMER][NEUTRAL] Sure. The member ID number was 01009699.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] The number is [PII] and the date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] What was that date of service?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] And my date of service is [PII] for B on $229 even and this claim number was 3,454,330. And actually this claim was paid. I just need a copy of the UB. Uh, are you able to send the UB through my um uh email?
[AGENT][NEUTRAL] OK, what's your fax number?
[AGENT][NEUTRAL] Uh, no, we're not allowed to send it by email.
[CUSTOMER][NEUTRAL] Oh, OK, I understand. Thank you so much for that. Um, OK, I'll give my email, um, fax number. Just give me a minute. So are you ready for the fax number?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The fax number was [PII]. And the reference is 414656369. It's uh, can you please put the application for this one?
[AGENT][NEUTRAL] OK, reference number 414.
[CUSTOMER][NEUTRAL] Also, my name is [PII].
[AGENT][NEUTRAL] OK, uh, references for.
[CUSTOMER][NEUTRAL] Yeah, that's 1 41414656369- [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I'll get that faxed over. It just takes a few minutes. And is there anything else I can help with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] May I have the call reference number for this call?
[AGENT][NEUTRAL] A call reference number is gonna be my name, [PII], first initial to last name [PII], and today's date.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Thank you. You have a wonderful day and stay safe, OK? Bye bye.
[AGENT][POSITIVE] Alright, thank you for calling APL you too bye bye.