AccountId: 011433970860
ContactId: c499e27b-de53-489c-a535-e394db0115d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205100 ms
Total Talk Time (AGENT): 84813 ms
Total Talk Time (CUSTOMER): 58358 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/c499e27b-de53-489c-a535-e394db0115d4_20250121T15:40_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's [PII]. I'm calling to check on a claim.
[AGENT][NEUTRAL] Yeah, I could check on a claim for you. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Um, yes, it is 246-1746.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] All right, thank you for verifying that [PII]. Uh, what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, and then what was that bill amount, please?
[CUSTOMER][NEUTRAL] $1,328.
[AGENT][NEUTRAL] OK thank you one moment please.
[AGENT][NEUTRAL] OK, and what's that amount uh before or after major medical pay, [PII]?
[CUSTOMER][NEUTRAL] Um, it would have been before.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sorry, what was the name of the provider's office?
[CUSTOMER][NEUTRAL] Drumright Regional Hospital.
[AGENT][NEUTRAL] OK, bear with me just a moment.
[AGENT][NEUTRAL] It does not look like we received this claim, [PII].
[CUSTOMER][NEUTRAL] OK, so you don't have anything on file?
[AGENT][NEUTRAL] No, I have a couple of claims for the [PII] and [PII]. Uh, they are separate and both from different providers.
[CUSTOMER][NEUTRAL] OK, um, what is the address to mail it in?
[AGENT][NEUTRAL] Yes, so our mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[AGENT][NEUTRAL] And I've also got a uh fax number and a pair ID if you'd like. I'm sorry.
[CUSTOMER][NEUTRAL] OK and you said you're.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'll just mail it in.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then um you said your name was [PII]?
[AGENT][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] OK, and then I just need a reference number for this call please.
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date and so my last initial is A.
[CUSTOMER][POSITIVE] OK, all right, thank you very much.
[AGENT][POSITIVE] Yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye bye.