AccountId: 011433970860
ContactId: c735c255-cb19-4e19-9097-24b36f7cfd34
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138119 ms
Total Talk Time (AGENT): 55901 ms
Total Talk Time (CUSTOMER): 71238 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/c735c255-cb19-4e19-9097-24b36f7cfd34_20250530T15:45_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] [PII], good morning. This is Miss [PII] calling from Well Street of Georgia. Trying to get a claim status on a patient, please.
[AGENT][NEUTRAL] OK, I can verify claim status for you and you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, Mr. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] I see that one.
[CUSTOMER][NEUTRAL] I have it as 02289436.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, I'm at [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] I'm calling for [PII]. Her date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you and you say you're needing claim status correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, and what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] I'm looking for [PII] of $25 for $619.16.
[AGENT][POSITIVE] OK, thank you, ma'am, give me one moment please.
[AGENT][NEUTRAL] I don't show that claim has been received. Uh, can you verify the address it was submitted to?
[CUSTOMER][NEUTRAL] I have [PII].
[AGENT][NEUTRAL] OK, yes.
[CUSTOMER][NEUTRAL] What y'all payer ID I can submit it like that.
[AGENT][NEUTRAL] 645-56.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Thank
[AGENT][NEUTRAL] Or if you like I can give you our fax number.
[CUSTOMER][POSITIVE] OK, I'll go ahead and resubmit it. Oh yeah, that'd be great.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, uh, fax number [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. Thank you so much, you have a reference number for me?
[AGENT][NEUTRAL] Uh, if you like, you may use my name in today's date.
[CUSTOMER][POSITIVE] OK. Thanks. You have a good day.
[AGENT][POSITIVE] Uh, you too, Ms. [PII], and thanks for calling APL. Have a great day and weekend.
[CUSTOMER][NEUTRAL] All right bye bye.
[AGENT][NEUTRAL] Bye.