AccountId: 011433970860
ContactId: c2aa32db-090f-4727-8cae-4a0293d95099
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 243360 ms
Total Talk Time (AGENT): 64220 ms
Total Talk Time (CUSTOMER): 100217 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/c2aa32db-090f-4727-8cae-4a0293d95099_20250521T14:17_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Thank you, ma'am. Good morning. My name is [PII], and the last I'm from [PII] calling from provider office. I'm looking for claim status.
[AGENT][NEUTRAL] I can help you with claim status. Can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh-huh. [PII]. It's a direct line?
[AGENT][NEUTRAL] Well, I'm sorry, what was after [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's her direct line.
[AGENT][NEUTRAL] OK. And can I get your name one more time?
[CUSTOMER][NEUTRAL] and then I spell it [PII] for the last initial of my name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The policy number is 01848514.
[AGENT][NEUTRAL] OK, one moment while I look that up.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Can I get you to verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh the patient's first name is [PII] and the last name is [PII] The date of birth is [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Do you have the claim number or date of service?
[CUSTOMER][NEUTRAL] Uh, no, ma'am. Actually, I don't have a claim number. I'm just calling you to get the, uh,
[CUSTOMER][NEUTRAL] Verify the address or your pay ID or your fax number so that we can submit that claim.
[AGENT][POSITIVE] Oh, OK, sure, I can help you with that.
[AGENT][NEUTRAL] OK, our fax number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. It's [PII]. Is that right?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK. It's a fax number. So,
[CUSTOMER][NEUTRAL] And uh do you also have any payer ID?
[AGENT][NEUTRAL] Our payer ID is 60801.
[CUSTOMER][NEUTRAL] 60801. Is that right?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And is there any tension on the uh fax number?
[AGENT][NEUTRAL] Attention claims department.
[CUSTOMER][NEUTRAL] Volume 2.
[CUSTOMER][NEUTRAL] Do you also need the pre insurance you will be?
[AGENT][NEUTRAL] I'm sorry, what was that?
[CUSTOMER][NEUTRAL] And do you also need the primary insurance, EOB?
[AGENT][NEUTRAL] Uh, we will need that in the claim, yes sir.
[CUSTOMER][NEUTRAL] OK. Let me verify once again. The fax number is [PII]. Is that right, ma'am?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, thank you. Can you please spell your name?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Last initial is [PII].
[CUSTOMER][NEUTRAL] OK. And your reference number?
[AGENT][NEUTRAL] Um, it would be my first name, last initial, in today's date.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] OK, thank you so much for calling APL.
[CUSTOMER][POSITIVE] [PII]. Have a good day.
[AGENT][POSITIVE] Have a great day.
[CUSTOMER][POSITIVE] Mhm. Have a good day, ma'am. Please take care. Bye. You too. Bye-bye.
[AGENT][NEUTRAL] Bye.