AccountId: 011433970860
ContactId: 9dbe2b4c-bab3-40a4-9978-7946f62770d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209419 ms
Total Talk Time (AGENT): 72159 ms
Total Talk Time (CUSTOMER): 81890 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/2025/04/11/9dbe2b4c-bab3-40a4-9978-7946f62770d8_20250411T15:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], my name is [PII]. I'm calling to check on a claim status.
[AGENT][NEUTRAL] Sure, yeah, I can check on a claim for you. [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And do you have that policy number?
[CUSTOMER][NEUTRAL] 02521725
[AGENT][NEUTRAL] OK and uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that [PII] and what was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, that was 9-13-2024?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what was that bill amount, please?
[CUSTOMER][NEUTRAL] Built amount is 39 393,184 with 25 cents.
[AGENT][POSITIVE] Got it. OK, thank you for that. One moment please.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] C.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, so we did receive this claim, [PII], it looks like we're missing a copy of the primary EOB.
[CUSTOMER][NEUTRAL] OK, um, well, the copy of the primary EOB was sent back on via fax.
[CUSTOMER][NEUTRAL] To the fax number [PII].
[AGENT][NEUTRAL] OK, right.
[CUSTOMER][NEUTRAL] On Monday.
[AGENT][NEUTRAL] Oh, OK, um, that's what I was about to ask so it might be a bit too soon, um, for that to have been processed for me to be able to see that. I don't see that that has been received or processed just yet. Um, I would give us a call back next week, uh, to check on that if that was uh sent Monday.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so, OK. Can I have a reference number, please?
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date and so my name is spelled [PII] last initial is.
[CUSTOMER][NEUTRAL] You bouncing around with it.
[AGENT][NEUTRAL] Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] Uh, give me one minute, OK?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, sorry about that, [PII]. No, that will be it. Thank you so much for your help and have a nice day.
[AGENT][NEUTRAL] That's OK.
[AGENT][POSITIVE] Of course, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.