AccountId: 011433970860
ContactId: ba5e645b-a973-4cdb-8bd1-35471c15100a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201440 ms
Total Talk Time (AGENT): 42054 ms
Total Talk Time (CUSTOMER): 63890 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/ba5e645b-a973-4cdb-8bd1-35471c15100a_20250407T15:49_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi Ms. [PII], my name is [PII]. I'm trying to get some detailed information in reference to a claim.
[AGENT][POSITIVE] I'd be happy to assist with the claim today [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yes, ma'am. That is [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] That would be
[CUSTOMER][NEUTRAL] 02576395
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] And your tax ID?
[CUSTOMER][NEUTRAL] That would be
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No, I have to ring dysfunction is one. I'm sorry, [PII].
[AGENT][POSITIVE] Thank you for that information. So I'm showing a payment was made the amount of $50 on that one.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, when was it received?
[AGENT][NEUTRAL] One moment. Um
[AGENT][NEUTRAL] Payment was received on [PII], claim paid on [PII].
[CUSTOMER][NEUTRAL] There you go [PII].
[CUSTOMER][NEUTRAL] Can you tell if that claim um cleared if the payment cleared because um I'm not having any information in reference to this claim.
[AGENT][NEUTRAL] Yeah, it cleared on [PII].
[CUSTOMER][NEUTRAL] And is there any way I can get a fax EOV copy?
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what's that fax number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And can you provide that claim number for me so I can just have it on my in my notes.
[AGENT][NEUTRAL] Claim number is 3561733. You should receive that fax within the next 10 minutes. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] Thank you, ma'am.
[CUSTOMER][POSITIVE] No ma'am, that'd be all. I appreciate your help. You enjoy your day.
[AGENT][POSITIVE] Thank you for calling APO have a good day.
[CUSTOMER][NEUTRAL] OK bye bye.
[AGENT][NEUTRAL] OK.