AccountId: 011433970860
ContactId: bf18ff80-34a9-41b4-a0ab-f795d8384dde
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206759 ms
Total Talk Time (AGENT): 68967 ms
Total Talk Time (CUSTOMER): 65612 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/bf18ff80-34a9-41b4-a0ab-f795d8384dde_20250507T18:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I am calling to, I'm calling from Pri Health University Medical Group. I need to explain what's see.
[AGENT][NEUTRAL] I'm sorry. I'm having a really hard time hearing you. You have a policy?
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] OK, can you hear me now?
[AGENT][POSITIVE] That's better.
[CUSTOMER][NEUTRAL] OK, um, I am calling to see if a claim was received.
[CUSTOMER][NEUTRAL] I am calling from Prisma Health University Medical Group.
[AGENT][NEUTRAL] OK. Happy to check on a claim. What's the patient's policy number?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] 02292700.
[AGENT][NEUTRAL] And for documentation, could I please grab your first name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] And then patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you and then what was the date of service?
[CUSTOMER][NEUTRAL] And the service is [PII].
[AGENT][NEUTRAL] And the build them out.
[CUSTOMER][NEUTRAL] $439.
[AGENT][NEUTRAL] All right. And just to confirm it was [PII] of 24, yes?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yeah, I'm not showing any claims on file for that date of service chastity.
[CUSTOMER][NEUTRAL] OK, I faxed it on [PII].
[AGENT][NEUTRAL] Fax number do you guys have?
[CUSTOMER][POSITIVE] Exactly they look.
[CUSTOMER][NEUTRAL] Um, I faxed it to [PII].
[AGENT][NEUTRAL] Alright, that's not the right fax number. Let me give you the right one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You ready?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's 877.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK, and that's attention.
[AGENT][NEUTRAL] Uh, just attention claims will work.
[CUSTOMER][NEUTRAL] Claims, what was that claims?
[AGENT][NEUTRAL] Yeah, just attention to claims.
[CUSTOMER][NEUTRAL] Oh, OK, I thought you said something else after.
[AGENT][NEUTRAL] Oh no, I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh what is your name?
[AGENT][NEUTRAL] My name is [PII], that's [PII]
[CUSTOMER][NEUTRAL] OK, and could I get call reference number?
[AGENT][NEUTRAL] Absolutely. Call references my name with my initial to my last name and today's date. My last name initials [PII].
[CUSTOMER][POSITIVE] Alright thank you ma'am have a good day.
[AGENT][NEUTRAL] You too.