AccountId: 011433970860
ContactId: 9f46f52a-4456-4b5a-8eea-e7dbcb0ec5da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162789 ms
Total Talk Time (AGENT): 63861 ms
Total Talk Time (CUSTOMER): 64274 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/9f46f52a-4456-4b5a-8eea-e7dbcb0ec5da_20250603T16:27_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm sorry, you said your name is [PII]? Or did I hear that wrong?
[AGENT][NEUTRAL] No, ma'am, [PII] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] I definitely heard it wrong.
[CUSTOMER][NEUTRAL] OK, my name is [PII] and I'm actually calling regarding claim status from the provider's office.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can verify claim status for you, Ms. [PII]. And what is that policy number, please?
[CUSTOMER][NEUTRAL] It is 01791962.
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. And what was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] [PII] $2,695
[AGENT][NEUTRAL] OK, thank you. Give me one moment. And do you have the balance after primary has processed the claim?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it's $539.
[AGENT][NEUTRAL] Alright, thank you, ma'am and you're calling from again?
[CUSTOMER][NEUTRAL] Eveent Specialty Services or ESS.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, no, ma'am. I don't show we received that claim. Uh, can you verify the address it was submitted to?
[CUSTOMER][NEUTRAL] Uh, APL [PII].
[AGENT][NEUTRAL] Uh, that is correct, yes, ma'am. Uh, if you like, I can give you a fax number.
[CUSTOMER][NEUTRAL] OK, it was mailed on [PII], so I don't know if that's, it should be there by now.
[CUSTOMER][NEUTRAL] OK, yeah, I'll take that fax number.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Yes, ma'am. It's [PII].
[AGENT][NEUTRAL] 3659423.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me make sure I have it right, [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and do you give call reference numbers?
[AGENT][NEUTRAL] Uh, no, ma'am, but if you like, you may use my name in today's date.
[CUSTOMER][POSITIVE] OK, thank you so much, [PII].
[AGENT][POSITIVE] Oh, you're welcome, Ms. [PII]. Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] You too thanks bye bye.
[AGENT][NEUTRAL] Bye.