AccountId: 011433970860
ContactId: ad8efe03-ad3c-4694-824c-2ace767f23e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204179 ms
Total Talk Time (AGENT): 38959 ms
Total Talk Time (CUSTOMER): 94747 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/ad8efe03-ad3c-4694-824c-2ace767f23e6_20250512T16:17_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], good afternoon. I have 3 claims for claim status, please.
[AGENT][NEUTRAL] Hey, can I get your name and your callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Hey, [PII], and you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Yes, that will be.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 02503264.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Nara [PII].
[AGENT][NEUTRAL] And date of service and bill charges?
[CUSTOMER][NEUTRAL] Um, [PII] with the billed amount of 7,70178.
[AGENT][NEUTRAL] Um, I, I don't have that claim on file.
[CUSTOMER][NEUTRAL] The, um, can I be able to fax the claim?
[AGENT][NEUTRAL] Yes, our fax number is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 3659423.
[CUSTOMER][NEUTRAL] Reference number for this one.
[AGENT][NEUTRAL] That's my name, [PII], first initial to last name [PII], and today's date.
[CUSTOMER][NEUTRAL] The next number.
[CUSTOMER][NEUTRAL] Will be for the same member but different data service.
[AGENT][NEUTRAL] OK, and what's that date?
[CUSTOMER][NEUTRAL] OK, give me a moment let me.
[CUSTOMER][NEUTRAL] will be for [PII] with the billed amount of um 31,101 with 60 cents.
[AGENT][NEUTRAL] Uh, I don't show that claim on file.
[CUSTOMER][NEUTRAL] OK. And then it would be for a different member?
[AGENT][NEUTRAL] OK, the policy number?
[CUSTOMER][NEUTRAL] 02583474
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Date of service and bill charges?
[CUSTOMER][NEUTRAL] [PII] with the billed amount of 4,19503.
[AGENT][NEUTRAL] Uh I don't show that claim on file.
[CUSTOMER][NEUTRAL] OK I'm on file. OK, give me a moment.
[CUSTOMER][POSITIVE] Well, let me go ahead and fax all these claims and then if I need some more, I will call back. Thank you very much, appreciate it.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.