AccountId: 011433970860
ContactId: b22e5412-acf7-4ee1-84c0-ca166833c1e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 292040 ms
Total Talk Time (AGENT): 85354 ms
Total Talk Time (CUSTOMER): 74983 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/b22e5412-acf7-4ee1-84c0-ca166833c1e7_20250401T19:26_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII]. I'm calling from Sacred Heart Emerald Coast on a recorded line to check on a claim status.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] So it's [PII] with the extension of [PII].
[AGENT][NEUTRAL] And the policy number of the patient?
[CUSTOMER][NEUTRAL] Policy number is 02013249.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] And what was the last thing?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what was that date of service?
[CUSTOMER][NEUTRAL] Data services [PII]. That is for the total charge of $774 with 12 cents.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, it looks like we processed this claim and paid $2,932 on 57 or no, that's the data service sorry let me give you that right.
[AGENT][NEUTRAL] So pay 2,932.
[AGENT][NEUTRAL] On 22125.
[CUSTOMER][NEUTRAL] So [PII], I don't have any information regarding this claim. Could you please provide me the whole status?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] The claim was, you want the received date and paid date?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Received date was [PII].
[AGENT][NEUTRAL] Pay 200932 on [PII].
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] And the check number is 202-9100.
[AGENT][NEUTRAL] That was a single check.
[CUSTOMER][NEUTRAL] May I have the claim number, please?
[AGENT][NEUTRAL] Claim number is 356-598-8.
[CUSTOMER][NEUTRAL] And could you please help me with the address the check was sent to?
[AGENT][NEUTRAL] Um, that was.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, yes, that is the for us. So, uh, [PII], would you be able to fax me a copy of you before this claim?
[AGENT][NEUTRAL] What's your fax number?
[CUSTOMER][NEUTRAL] My fax number is 312281.
[CUSTOMER][NEUTRAL] 4075.
[AGENT][NEUTRAL] OK, and is there another claim status that you have or was that all?
[CUSTOMER][NEUTRAL] Uh, this was all that I was needing for today. I'll just need the call reference.
[AGENT][NEUTRAL] Uh, call reference will be my first name [PII], and then first initial last name [PII], and then today's date and then if you just give me a few minutes, you'll receive that fax.
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][POSITIVE] OK, well thank you for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] You too, [PII]. Thank you so much. Bye bye.
[AGENT][NEUTRAL] Bye.