AccountId: 011433970860
ContactId: c4ce8a8d-17a5-43f3-807f-c06c98ed94bb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121589 ms
Total Talk Time (AGENT): 54986 ms
Total Talk Time (CUSTOMER): 46876 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/c4ce8a8d-17a5-43f3-807f-c06c98ed94bb_20241230T20:23_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], I'm calling to check to see if uh you guys received the claim.
[AGENT][NEUTRAL] OK, yeah, I can check on a claim for you. uh, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and [PII], are you the insured or are you with a provider's office?
[CUSTOMER][NEUTRAL] Provider.
[AGENT][NEUTRAL] OK, and can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Policy number I have is 023-217-79.
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] OK, thank you. And uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK perfect thank you for verifying that [PII] and what was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What was the bill amount for that claim?
[CUSTOMER][NEUTRAL] That bill amount is 1, no, let me see, hold on, $3,132.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, well, I am not showing that we received any claim for that date of service, [PII] um I can give you our, um, we have a mailing address, a fax number, and a payer ID if you'd like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, what's the fax number?
[AGENT][NEUTRAL] Yes, fax number is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK. All right, [PII]. Thank you so much.
[AGENT][NEUTRAL] Yes, was there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that'll be all. Thank you.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APO I hope you have a happy new year.
[CUSTOMER][NEUTRAL] OK, you too. Bye bye.
[AGENT][POSITIVE] Thank you bye bye.