AccountId: 011433970860
ContactId: 9fc2cf99-029f-4e4d-88a1-1e25dc7837fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138509 ms
Total Talk Time (AGENT): 39536 ms
Total Talk Time (CUSTOMER): 73899 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/9fc2cf99-029f-4e4d-88a1-1e25dc7837fd_20250403T17:19_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi Ms. [PII], my name is [PII] calling from provider's office to see if you all have a claim on file for a patient.
[AGENT][POSITIVE] I'd be happy to assist with claim status today, [PII]. I can get a good call back number for you.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is 025.
[CUSTOMER][NEUTRAL] 07990
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] It is for [PII], I'm sorry, [PII] Date of birth is [PII].
[AGENT][NEUTRAL] And what is the data service for the claim?
[CUSTOMER][NEUTRAL] It is for [PII].
[AGENT][NEUTRAL] And your tax ID?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you for that information. I'm showing a payment was made in the amount of $75.
[CUSTOMER][NEUTRAL] Hold on one second, let me see. Actually it's a different, it's a different provider well no same provider, but the amount is $5593.17.
[AGENT][NEUTRAL] On [PII].
[AGENT][NEUTRAL] I don't see where we have that claim.
[CUSTOMER][NEUTRAL] 500, OK, because I see the one that you're talking about which was for $109.
[AGENT][NEUTRAL] Yeah, that's the only one we have on file for that data service.
[CUSTOMER][NEUTRAL] I see where that one did process.
[CUSTOMER][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] Um, do you guys accept fax or do I need to just mail this back out to you guys?
[AGENT][NEUTRAL] No, I can give you our fax number. Let me know when you're ready.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] It's 877.
[AGENT][NEUTRAL] 3659423
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] 23 5x perfect. I will fax this claim over right now.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] No, that's all I needed.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.