AccountId: 011433970860
ContactId: c343c494-3186-4a39-8292-bcd13e12e53b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249199 ms
Total Talk Time (AGENT): 61726 ms
Total Talk Time (CUSTOMER): 91891 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/c343c494-3186-4a39-8292-bcd13e12e53b_20250401T17:05_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh, certainly, my name is [PII]. I'm calling from [PII]'s office and I'm looking for a claim status.
[AGENT][NEUTRAL] OK [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, the callback number is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And the policy number of the patient?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I have 02450115.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Uh, could you repeat that back to me? I'm so sorry.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 024.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] 50115.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth of [PII] sorry.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. The patient's name is [PII] Date of birth is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you needed was that claim status or benefits? I'm sorry.
[CUSTOMER][NEUTRAL] The claim status.
[AGENT][NEUTRAL] Claim status, OK.
[AGENT][NEUTRAL] And the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And bill charges?
[CUSTOMER][NEUTRAL] you
[CUSTOMER][NEUTRAL] $1130 even.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh, looks like we need a copy of the explanation of benefits from the primary insurance carrier.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK, so you need the EOB of the insurance, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, thank you so much for your help. And can I get a uh ma'am uh mailing address please?
[AGENT][NEUTRAL] Mailing address is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, got it. Thank you so much for your help.
[CUSTOMER][NEUTRAL] And before that, can you please uh provide me your name spelling?
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] And the call reference number?
[AGENT][NEUTRAL] Uh call reference number is my name and then first initial of my last name. My name is [PII], last initial or first initial last name is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much, [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] And anything else I can help with today?
[CUSTOMER][POSITIVE] No, that's all thank you for your help.
[AGENT][POSITIVE] OK, thank you for calling APL [PII]. I hope you have a great day.
[CUSTOMER][POSITIVE] OK you too bye bye.