AccountId: 011433970860
ContactId: c1746b45-6b01-4805-9944-b67d622ba3e8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 227429 ms
Total Talk Time (AGENT): 52715 ms
Total Talk Time (CUSTOMER): 106771 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/c1746b45-6b01-4805-9944-b67d622ba3e8_20250506T19:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII], and I'm calling about a claim on a patient.
[AGENT][NEUTRAL] Hey [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] OK, do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Uh, what I have in my system is Z as in Zulu 6 U as in umbrella, 091, M as in Michael 58124.
[AGENT][NEUTRAL] Um, that's not one of our numbers. What's the last name?
[CUSTOMER][NEUTRAL] Uh, let me, let me look in another spot. Hang on, give me one second.
[CUSTOMER][NEUTRAL] Let's try this 1 02265518.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what was the date of service and bill charges?
[CUSTOMER][NEUTRAL] [PII] $31,940.73.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] OK, looks like that number you gave me termed in 23. Let me see if there's a current number.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, fine. I found a current policy. Let me pull that up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] OK, you said [PII], is that right?
[CUSTOMER][NEUTRAL] Yeah, uh-huh, yes.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh, looks like we processed that on [PII], and it looks like we needed the primary explanation of benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, did you never receive that because I have a note in my system saying that they sent it.
[AGENT][NEUTRAL] Uh, let's see, I don't show that we've ever received it. That's correct.
[CUSTOMER][NEUTRAL] OK, uh, should that be mailed or do you have a fax number that can be sent to? Uh-huh, uh-huh.
[AGENT][NEUTRAL] And you can fax it, and fax number is [PII].
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] OK, all right, I will do that and if I could have a call reference number, that'd be wonderful.
[AGENT][NEUTRAL] Uh, call references, my name is [PII], and today's date, and can I help with anything else?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][POSITIVE] That's it thank you so much.
[AGENT][POSITIVE] Thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You too bye bye.