AccountId: 011433970860
ContactId: be38df5b-f927-4bd3-87e9-097ae94d5873
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136690 ms
Total Talk Time (AGENT): 38297 ms
Total Talk Time (CUSTOMER): 57147 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/be38df5b-f927-4bd3-87e9-097ae94d5873_20250523T17:20_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm sorry I took a bite of food. I'm calling from a provider's office trying to follow up on a claim.
[AGENT][NEUTRAL] OK, can I get your name and a good callback number?
[CUSTOMER][POSITIVE] OK, I'm sorry.
[CUSTOMER][NEUTRAL] It is [PII] and it's [PII] and that's correct.
[AGENT][NEUTRAL] OK, thank you, [PII], and I can help you with claim status. What's the policy number for that patient?
[CUSTOMER][NEUTRAL] 02579705
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And what was that date of service and bill charges?
[CUSTOMER][NEUTRAL] $2725 for $292.
[AGENT][NEUTRAL] Uh, it looks like we received that on 4-28-25, paid on [PII] or [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And that was with a single check.
[AGENT][NEUTRAL] Um, check number 2043108.
[CUSTOMER][NEUTRAL] And what was the total amount?
[AGENT][NEUTRAL] 292.
[CUSTOMER][POSITIVE] 292. So I faxed it on [PII] so it did get there perfect and then.
[CUSTOMER][NEUTRAL] Is it going to the um [PII] address or is it going to the [PII] [PII] address?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, alright, so I got an update here. OK, is there a reference number for this call by chance?
[AGENT][NEUTRAL] Uh it's just my name, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Perfect alright thank you so much for your help today. You have a happy Memorial Day.
[AGENT][POSITIVE] Thank you for calling APL. You too. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.