AccountId: 011433970860
ContactId: c34e7ff1-d814-4bc9-aaf6-c188801281e2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 212940 ms
Total Talk Time (AGENT): 84277 ms
Total Talk Time (CUSTOMER): 82332 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/c34e7ff1-d814-4bc9-aaf6-c188801281e2_20250305T17:09_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling on 2 patients, um, insurance claims.
[AGENT][NEUTRAL] OK, I can verify claim status for you and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Um, the first one is going to be 02068981.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][POSITIVE] OK, thank you, ma'am. Give me one moment.
[AGENT][NEUTRAL] OK. And verify the patient's name, date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, and you say you're calling for claim status for this patient, correct?
[CUSTOMER][NEUTRAL] Yes, for the date of service is [PII].
[AGENT][NEUTRAL] OK, and the amount of the charge?
[CUSTOMER][NEUTRAL] Um, I believe it's 282.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][POSITIVE] That yeah sorry thank you.
[AGENT][NEUTRAL] You said 1018 of 24, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I do not show we've received that claim. Uh, can you verify the mailing address it was submitted to?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I have [PII].
[AGENT][NEUTRAL] Uh, that could be the reason our policy or our mail address did change [PII], so I can give you the current mailing address and our fax number.
[CUSTOMER][NEGATIVE] Yes, what's the current mail that, uh, I can't even talk today. Sorry, the, um.
[AGENT][NEUTRAL] Yes, I am. No, I understand for sure. It's um [PII].
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] OK perfect I'll go ahead and get that sent out and I'm pretty sure it's the same reason for the other patients, so I'll get those sent out and wait for um a response.
[AGENT][NEUTRAL] OK, well, do you want our fax number where you can fax the claim to us?
[CUSTOMER][NEUTRAL] Yeah, you know what, let me go ahead and get that as well. What is the fax number?
[AGENT][NEUTRAL] OK, it is 877.
[AGENT][NEUTRAL] 3659423.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] 94.
[AGENT][NEUTRAL] 23. Wait.
[CUSTOMER][NEUTRAL] 23 sorry about that OK alright.
[AGENT][NEUTRAL] Yes, I'm trying to think, did I give the right number?
[CUSTOMER][POSITIVE] No worries, thank you so much for all your help.
[AGENT][POSITIVE] Uh yes, ma'am. Thank you for calling APL and you have a great day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][NEUTRAL] Bye.