AccountId: 011433970860
ContactId: b1c66592-dbda-4df3-b933-84c2ed962f3a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216199 ms
Total Talk Time (AGENT): 80062 ms
Total Talk Time (CUSTOMER): 60592 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/b1c66592-dbda-4df3-b933-84c2ed962f3a_20250328T19:13_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, I'm [PII] calling from provider's office. I want to check the claim status.
[AGENT][POSITIVE] And [PII], it would be my pleasure to assist you with that claim status. What is the callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] It's 01.
[CUSTOMER][NEUTRAL] 702-711.
[AGENT][NEUTRAL] And what is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Do not
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][POSITIVE] All right, thank you. [PII], it would be a pleasure to assist you with that claim status. What is the data service?
[CUSTOMER][NEUTRAL] [PII]. And the bill amount is $299.
[AGENT][NEUTRAL] Thank you. It seems I am checking [PII]'s policy for Data Service [PII]. I do not have a claim on file for that data service.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] 8
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Can we verify the billing address that y'all did y'all send a claim to us?
[CUSTOMER][NEUTRAL] Uh, wait, I will check that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] So, unfortunately, I don't have those.
[CUSTOMER][NEUTRAL] Details. So,
[CUSTOMER][NEUTRAL] How do you accept the claims? Uh, electronically pay for?
[AGENT][NEUTRAL] We, uh, we accept them electronically, paper and fax.
[CUSTOMER][NEUTRAL] OK. So, can I have the fax number?
[AGENT][NEUTRAL] The fax number to our claims department is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] 23
[CUSTOMER][NEUTRAL] [PII]. OK. [PII], right?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] 3, OK.
[CUSTOMER][NEUTRAL] So, can I have your name, please?
[AGENT][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] And it was a pleasure to assist you with that claim status.
[CUSTOMER][NEUTRAL] Uh, cos.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] That's OK. Can I have the card reference number?
[AGENT][NEUTRAL] The reference number is my name and today's state.
[CUSTOMER][POSITIVE] OK, [PII]. OK. So thank you, [PII]. That's all for today.
[AGENT][POSITIVE] It's been my pleasure to assist you with that claim status. Thank you for calling APL and I hope you have a wonderful day and a happy weekend.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye-bye, [PII].