AccountId: 011433970860
ContactId: bb8c1c4b-827a-4119-8836-eb674331fc40
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 282220 ms
Total Talk Time (AGENT): 75224 ms
Total Talk Time (CUSTOMER): 38987 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/bb8c1c4b-827a-4119-8836-eb674331fc40_20250106T16:03_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I am calling on a claim.
[AGENT][NEUTRAL] OK, sure, I can assist you with claims. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Ms. [PII], 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] 01895252 ML 8.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Perfect thank you and may I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] [PII] for $12,703.
[AGENT][NEUTRAL] Alright, thank you. Let me see if I can find this claim and again that was [PII], correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] The claim is not on file.
[CUSTOMER][NEUTRAL] OK, I uploaded it on [PII]. Is it too soon?
[AGENT][NEUTRAL] OK, um, let me check the pending, um.
[AGENT][NEUTRAL] In line one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] this number.
[AGENT][NEGATIVE] I keep waiting on the system.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You're waiting.
[AGENT][NEUTRAL] Try one more time.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, let's see.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so it looks like it's in line to be processed, um.
[AGENT][NEUTRAL] Yes, it was um image on the 2nd.
[AGENT][NEUTRAL] The normal processing time is 7 to 10 business days.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK great alright thank you may I have a call reference number please?
[AGENT][POSITIVE] Mhm. You're welcome.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][POSITIVE] No, that'll be all thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you.