AccountId: 011433970860
ContactId: af0c2db8-4bb3-4276-9c36-bedf68149930
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123580 ms
Total Talk Time (AGENT): 33314 ms
Total Talk Time (CUSTOMER): 55028 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/af0c2db8-4bb3-4276-9c36-bedf68149930_20250114T17:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Good morning [PII]. This is [PII]. I'm calling from the provider, and I wanted to check on a claim, and I'm sorry for my birth they've been really loud today.
[AGENT][POSITIVE] That's OK. I'm happy to check a claim for you today. What is the patient's policy number?
[CUSTOMER][NEUTRAL] 6.
[CUSTOMER][POSITIVE] Yeah, I appreciate it. The policy number is 02114524 M as in Mary, L as in Louis, number 8.
[AGENT][NEUTRAL] All right, let me pull this up here. One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if I could get patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Yeah, this is [PII], and it's [PII].
[AGENT][POSITIVE] Thank you so much and then what is the date of service?
[CUSTOMER][NEUTRAL] Uh, data of service is [PII].
[CUSTOMER][NEUTRAL] And the amount is 3,496.
[AGENT][POSITIVE] Alright thank you one moment here.
[AGENT][NEUTRAL] And you said it was [PII], correct?
[CUSTOMER][NEUTRAL] Yeah, I mean, it looks, I mean, there's a note in the system that it was built on [PII], but at time the system does that, and I know we need to do it manually with the EOBs. I don't know if you have it.
[AGENT][NEUTRAL] Yeah, I don't see any claims on file.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, I'll go ahead, uh, we do have a fax on file, so I'll go ahead and fax it at once, uh, with the EOB from the primary.
[AGENT][POSITIVE] OK, sounds good. Anything else I can help you with?
[CUSTOMER][POSITIVE] That will be all for now, sir. You have a wonderful rest of the day.
[AGENT][NEUTRAL] You too. Bye-bye.
[CUSTOMER][NEUTRAL] Oh, by my nappings.