AccountId: 011433970860
ContactId: aa6ea573-8963-4c77-b774-4badb6c26225
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 212639 ms
Total Talk Time (AGENT): 57191 ms
Total Talk Time (CUSTOMER): 105883 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/aa6ea573-8963-4c77-b774-4badb6c26225_20250218T15:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. Um, I'd like you to check the system to see if you've received a claim yet from, um, from a provider, please.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with claim status. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, my first name is [PII] Last name is [PII], and I'm actually on a direct line, which is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Yeah, uh, outpatients is 02187247. M as in Mary, L as in Larry, number 8.
[AGENT][NEUTRAL] And please verify your first and last name again and your date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII], and date of birth is [PII]. What was the other question?
[CUSTOMER][NEGATIVE] Too many questions.
[AGENT][NEUTRAL] Um, your date of birth. Now I need you to verify your mailing address, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and verify your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and what's the date of service and bill charges for the client?
[CUSTOMER][NEUTRAL] Oh, I don't have the charges. It was [PII].
[CUSTOMER][NEGATIVE] I don't have the bill charges, but it was for Doctor, uh, no.
[CUSTOMER][NEUTRAL] Who was it? Yeah, Doctor [PII].
[AGENT][NEUTRAL] OK. And that was [PII]. One moment, I
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] No, [PII].
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] That my mistake. [PII].
[CUSTOMER][NEGATIVE] They had sent it, they said they had sent it, so I called a couple like 3 weeks ago and I was told you hadn't received it, so I called them back.
[CUSTOMER][NEGATIVE] And they're supposed to have sent it again, but I'm not having a lot of luck with this doctor's office.
[AGENT][NEUTRAL] OK, I do show one claim that's pending. One moment, let me open it up and look at the date. Let's see.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Nice. OK. That's probably the only one because that's the only place I went to on that day.
[CUSTOMER][NEUTRAL] I think there was like a balance. It went to my deductible with United Healthcare, so it's an $81.39 cents-ish.
[CUSTOMER][NEUTRAL] Was that went towards my deductible.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, for [PII], yes, ma'am. Um, we received the claim on the [PII] and it's still pending and we just ask that you allow 7 to 10 days for processing.
[CUSTOMER][POSITIVE] Oh, perfect. Thank you. I just wanted to know that they actually had sent it this time. OK, so I won't worry about that one. I'll just have to worry about a different claim. Thank you very much for checking, Evie, and have a good rest of your week.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, that's it for today. Thank you.
[AGENT][POSITIVE] OK, thank you again, [PII] for calling APL. You have a great rest of your week as well as well. Thank you for calling APL.
[CUSTOMER][NEUTRAL] And you.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye.