AccountId: 011433970860
ContactId: b146e184-f110-4f72-a9df-4d4196877ece
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206919 ms
Total Talk Time (AGENT): 71299 ms
Total Talk Time (CUSTOMER): 79346 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/b146e184-f110-4f72-a9df-4d4196877ece_20250514T19:08_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Um, hi, my name is [PII], and I'm calling to follow up on a claim that was mailed in. I'm just trying to see if it's been received.
[AGENT][NEUTRAL] OK, and Ms. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] OK, I have 02521710.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Thank you. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Um, patient [PII] and [PII].
[AGENT][NEUTRAL] Thank you. And what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] 324 25 and $295 even.
[AGENT][NEUTRAL] And the balance after primary?
[CUSTOMER][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] Um, hold on, 0, 2928.
[AGENT][NEUTRAL] 2928. OK, thank you. Give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] May I have your name again?
[AGENT][NEUTRAL] Uh, yes, ma'am. It's [PII] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Uh yes ma'am, let's see, and you're calling from?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Nova Health urgent cares.
[CUSTOMER][NEUTRAL] I got some from oh OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK. Um, yes, ma'am. It looks like the claim process is needing primary insurance explanation of benefits.
[CUSTOMER][NEUTRAL] OK, so you'll be needed and um can I fax that you'll be in?
[AGENT][NEUTRAL] Yes, ma'am. Uh, let me know when you're ready and give you our fax number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] Hold on, what's the last two? I have [PII].
[AGENT][NEUTRAL] [PII] excuse me, I'm sorry, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, alright, and extension.
[AGENT][NEUTRAL] Uh, claims department.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK alright.
[AGENT][NEUTRAL] OK. And is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Oh, and the claim number.
[AGENT][NEUTRAL] Uh, claim number 3588598.
[CUSTOMER][NEUTRAL] 358-859-8
[AGENT][NEUTRAL] Uh, yes. Yes, ma'am.
[CUSTOMER][POSITIVE] OK, alright, well thank you so much.
[AGENT][POSITIVE] Oh, you're welcome. Thank you for calling APL. You have a great day.
[CUSTOMER][POSITIVE] Uh, same to you, take care.
[AGENT][NEUTRAL] Bye.