AccountId: 011433970860
ContactId: af109833-1ba6-4754-ba73-3048b30f8ca9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202600 ms
Total Talk Time (AGENT): 74290 ms
Total Talk Time (CUSTOMER): 66831 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/af109833-1ba6-4754-ba73-3048b30f8ca9_20250610T16:39_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Mayo Clinic Health System. wondering if you can help me with the general claim status on the claim I have for a patient.
[AGENT][NEUTRAL] Sure, uh, Ms. [PII], what is that policy number to verify claim status for you?
[CUSTOMER][NEUTRAL] Um, I have 02583590.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I apologize. Repeat that because the phone cut out.
[CUSTOMER][NEUTRAL] Oh yep it's [PII].
[AGENT][NEUTRAL] No, ma'am, the callback number.
[CUSTOMER][NEUTRAL] Oh sorry it's [PII].
[AGENT][NEUTRAL] Ah.
[AGENT][NEUTRAL] OK, thank you, ma'am. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Um, it's for [PII], but it's [PII].
[AGENT][NEUTRAL] OK, and the date of service and the amount of the charge.
[CUSTOMER][NEUTRAL] Um, the date is [PII]. Bill amount is $3,325 even.
[AGENT][NEUTRAL] Let's see one.
[AGENT][NEUTRAL] You said date are [PII], correct?
[CUSTOMER][NEUTRAL] Uh, yep, [PII], yep.
[AGENT][NEUTRAL] I do not show that claim has been received. Uh, can you verify the mailing address it was submitted to?
[CUSTOMER][NEUTRAL] Um, yep, it looks like it went out paper and they sent it to [PII].
[AGENT][NEUTRAL] OK, that could be the issue. um, our mailing address is changed to [PII]. If you like I can give you the current mailing address and or a fax number.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah, why don't you give me the address and then also, yeah, the fax number and I'll get it over to you guys.
[AGENT][NEUTRAL] Yes, ma'am. Uh, the address is [PII].
[AGENT][NEUTRAL] [PII] City, [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the fax number is [PII].
[CUSTOMER][NEUTRAL] OK, I will go ahead and
[CUSTOMER][NEUTRAL] Call?
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Um, you may use my name at today's date if you like.
[CUSTOMER][POSITIVE] OK. Sounds good then. Thank you so much.
[AGENT][POSITIVE] Uh yes ma'am. Thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] You too. Thanks. Bye.