AccountId: 011433970860
ContactId: b4f62cb6-fe87-494d-a22a-1ef4ac1ab02b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192460 ms
Total Talk Time (AGENT): 37499 ms
Total Talk Time (CUSTOMER): 53003 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/b4f62cb6-fe87-494d-a22a-1ef4ac1ab02b_20250415T18:30_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is how can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the product office 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] It's [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, it's 01663489.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] His name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] And date of service and build them out?
[CUSTOMER][NEUTRAL] Data service is [PII]. The amount is $6,354.35.
[AGENT][NEUTRAL] Uh, it looks like we need an explanation of benefits for the primary insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] When did you receive the claim?
[AGENT][NEUTRAL] [PII] process 220, 25.
[CUSTOMER][NEUTRAL] OK. And uh could you please check what is the primary hobby?
[CUSTOMER][NEUTRAL] everything will be on email.
[AGENT][NEUTRAL] For what?
[CUSTOMER][NEUTRAL] OK. United Healthcare is a primary, right?
[AGENT][NEUTRAL] Oh, let me see.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Is it United Healthcare or Aetna?
[AGENT][NEUTRAL] Uh, I show United Healthcare is the primary.
[CUSTOMER][NEUTRAL] OK. So, um, I do have that from my end.
[CUSTOMER][NEUTRAL] Uh, may I know your fax number?
[AGENT][NEUTRAL] Fax number is [PII].
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] OK, we'll be sending you the UB from our end. Thank you so much. And you can just provide the call reference number for our.
[AGENT][NEUTRAL] Uh, reference number is just my name, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you so much, [PII]. Thank you for assisting me. Have a great day, bye. Take care.