AccountId: 011433970860
ContactId: b46d9835-8315-441e-9ac6-3ac3859a900b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168830 ms
Total Talk Time (AGENT): 78349 ms
Total Talk Time (CUSTOMER): 39245 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/b46d9835-8315-441e-9ac6-3ac3859a900b_20250130T20:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII] and I'm calling for claim status.
[AGENT][NEUTRAL] OK, yeah, I can check on a claim for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, that would be [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, that would be 107.
[CUSTOMER][NEUTRAL] 1066
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] The name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that [PII] and what was the date of service for this claim?
[CUSTOMER][NEUTRAL] The date of service is [PII] bill amount 300.
[AGENT][NEUTRAL] OK, that was [PII] for $300 even?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK thank you one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this was for [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm not showing that we've received a claim for that date of service based.
[CUSTOMER][POSITIVE] OK, all right, thank you for checking that.
[AGENT][NEUTRAL] Yeah, um, there's no timely filing limit. Did you need our, uh, information? I have a mailing address, fax number, payer ID.
[CUSTOMER][NEUTRAL] Uh, yes, could I have all three of those?
[AGENT][NEUTRAL] Of course, so that, uh, mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][POSITIVE] All right. Thank you.
[AGENT][NEUTRAL] Uh-huh, and then that fax number is [PII].
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm alrighty and then the payer ID is 60801.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yeah, was there anything else I could help you with Faith?
[CUSTOMER][NEUTRAL] No, there's nothing else.
[AGENT][POSITIVE] Alright, well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Alright, thank you so much bye bye.
[AGENT][POSITIVE] Thank you, bye bye.