AccountId: 011433970860
ContactId: b339064c-d02f-4e87-9b5b-8281c0192cf1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213339 ms
Total Talk Time (AGENT): 77123 ms
Total Talk Time (CUSTOMER): 41721 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/b339064c-d02f-4e87-9b5b-8281c0192cf1_20250221T22:46_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and I'm calling with Envision Imaging of Yell and I was calling to see if I get a claim status.
[AGENT][NEUTRAL] OK, sure. I can assist you with claim status. And you said your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02264457
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] OK give me one more minute.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. May I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] 99 2024 $1,676.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] For future, you can check claim status online through our website at [PII] and that's just optional.
[CUSTOMER][POSITIVE] [PII]
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, um.
[AGENT][NEUTRAL] Let me check one more time and you said it was [PII] for the claim that is correct.
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] It looks like we have not received that claim as of today.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. Do you need um information about?
[CUSTOMER][NEUTRAL] And it
[CUSTOMER][NEUTRAL] Is there um a fax number I could send it possibly to?
[AGENT][NEUTRAL] Yes. Uh, the fax number is [PII].
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][POSITIVE] OK, thank you so much for the help and do you have reference numbers by chance?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] We don't. You can use my name in today's date if you will. Do you need the spelling of my name or any other information, Miss?
[CUSTOMER][POSITIVE] Um, no, that'll be it. Thank you so much for the help.
[AGENT][POSITIVE] OK, you're welcome and thank you for calling APL. Have a good weekend bye bye.
[CUSTOMER][NEUTRAL] Yes ma'am bye bye.