AccountId: 011433970860
ContactId: c8e81015-61ce-4813-b7be-92d0fa5ef546
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226440 ms
Total Talk Time (AGENT): 44645 ms
Total Talk Time (CUSTOMER): 70932 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/c8e81015-61ce-4813-b7be-92d0fa5ef546_20250604T14:14_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]. This is [PII]. I'm calling from Oxford Diagnosis Center. I would like to see a claim status. Can I help with that?
[AGENT][NEUTRAL] Yes, [PII], I can help with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, it's uh [PII].
[AGENT][NEUTRAL] And policy number for the patient?
[CUSTOMER][NEUTRAL] Yeah, it's like uh.
[CUSTOMER][NEUTRAL] 0175.
[CUSTOMER][NEUTRAL] 5343.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, the first name is like [PII].
[CUSTOMER][NEUTRAL] And the last name [PII].
[CUSTOMER][NEUTRAL] And your date of birth is [PII].
[AGENT][NEUTRAL] OK, and the data service and bill charges?
[CUSTOMER][NEUTRAL] Yeah, the services like [PII].
[CUSTOMER][NEUTRAL] And the charges are like $4,0026 even.
[AGENT][NEUTRAL] OK, looks like we received the claim.
[AGENT][NEUTRAL] Uh, received 972022, process 99 2022.
[AGENT][NEUTRAL] And charges were applied towards the $1000 calendar year deductible.
[CUSTOMER][NEUTRAL] OK, can I know how much amount for that?
[AGENT][NEUTRAL] 13245.
[CUSTOMER][NEUTRAL] 45, OK.
[CUSTOMER][NEUTRAL] And can I get the claim number?
[AGENT][NEUTRAL] 3188312.
[CUSTOMER][NEUTRAL] 3188312, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, can you find the you will be?
[AGENT][NEUTRAL] What's your fax number?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] With attention [PII].
[AGENT][POSITIVE] OK, I'll get that faxed over. It just takes a few minutes. Is there anything else I can help with?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, just a minute. Let me uh.
[CUSTOMER][NEGATIVE] Yeah, she definitely no, no, thank you.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] And uh, hello?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I forgot to take your reference number.
[AGENT][NEUTRAL] It's my name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK, [PII]. Thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.