AccountId: 011433970860
ContactId: 9fbffa44-73b6-44e9-b226-6f94f819ba20
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159320 ms
Total Talk Time (AGENT): 53301 ms
Total Talk Time (CUSTOMER): 65019 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/9fbffa44-73b6-44e9-b226-6f94f819ba20_20250206T13:31_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII]. I am calling from Williamson Medical Center. I'm trying to follow up on a claim, so I don't know if I picked the right option or not.
[AGENT][NEUTRAL] OK. Did you say your name was [PII]?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] How do you spell that?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] That's what I thought. Thank you. And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yeah, my direct number is [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] 024311777 patient is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing benefits or?
[CUSTOMER][NEUTRAL] I'm trying to see we bill you guys as a secondary, yes.
[AGENT][NEUTRAL] A claim
[AGENT][NEUTRAL] OK, I can help you with that. What date of service?
[CUSTOMER][NEUTRAL] This was for [PII].
[CUSTOMER][NEUTRAL] Uh, bill amount was.
[CUSTOMER][NEUTRAL] 1340 to the primary.
[AGENT][NEUTRAL] And that was 12-19 24?
[CUSTOMER][NEUTRAL] To 12:20 yes.
[AGENT][NEUTRAL] I'm not sure we ever received that claim.
[CUSTOMER][NEUTRAL] Let me see, we've got an address, yeah.
[AGENT][NEUTRAL] Would you like to
[AGENT][NEUTRAL] Back it do.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] It's 877.
[CUSTOMER][NEUTRAL] What is that address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Anyone's attention?
[AGENT][NEUTRAL] Uh, just the claims department.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And our address, do you have [PII]?
[CUSTOMER][NEUTRAL] Uh, wait a minute.
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][POSITIVE] Yes, ma'am. That's the correct one.
[CUSTOMER][POSITIVE] OK, well I will get it sent over [PII], thank you for your help.
[AGENT][POSITIVE] You're welcome. Thank you, [PII], for calling APO. You have a good day.
[CUSTOMER][NEUTRAL] Have
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you