AccountId: 011433970860
ContactId: a3c1bcb3-a960-4c17-99f8-7525ad81f1e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158720 ms
Total Talk Time (AGENT): 46267 ms
Total Talk Time (CUSTOMER): 64293 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/a3c1bcb3-a960-4c17-99f8-7525ad81f1e4_20250609T18:32_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII], and I'm calling on behalf of our patients and it's not a dental claim.
[CUSTOMER][NEUTRAL] So, and I don't know how I got.
[CUSTOMER][NEUTRAL] This option, but I need to discuss a claim, a medical claim for our patient.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, I do. That is [PII]. It's a direct line, there's no extension.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is the policy number for that patient?
[CUSTOMER][NEUTRAL] Uh yes, that is 01887296 M like Monday, L like Larry, 7 for [PII].
[AGENT][NEUTRAL] And patient date of birth?
[CUSTOMER][NEUTRAL] That would be [PII].
[AGENT][NEUTRAL] And what was the date of service?
[CUSTOMER][NEUTRAL] That was [PII]. Total charges were $394.
[AGENT][NEUTRAL] So, let's see, looks like.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Looks like we're needing a copy of the primary explanation of benefits.
[CUSTOMER][POSITIVE] Oh wow. Is there a fax number that I can send that to?
[AGENT][NEUTRAL] Yeah, absolutely. It's [PII].
[CUSTOMER][NEUTRAL] On the cover sheet, would you like me to go ahead and identify this patient with his um ID number or policy number here that I gave you?
[AGENT][NEUTRAL] Yeah, let me give you the claim number if you can put that on there.
[CUSTOMER][POSITIVE] Oh good that'd be wonderful better.
[AGENT][NEUTRAL] Uh, the claim number is 3591454.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh wow, thank you, Miss [PII], is there a reference number for today's call?
[AGENT][NEUTRAL] Reference number is my name, [PII], first initial to last name [PII], and today's date. And anything else I can help with today, [PII]?
[CUSTOMER][POSITIVE] Oh no, ma'am, I appreciate you just being there. Thank you.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a good afternoon.
[CUSTOMER][NEUTRAL] You as well bye.
[AGENT][NEUTRAL] Bye bye.