AccountId: 011433970860
ContactId: d036469f-638d-46e5-bbfc-a0cae22e6bca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 250059 ms
Total Talk Time (AGENT): 78219 ms
Total Talk Time (CUSTOMER): 103234 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/d036469f-638d-46e5-bbfc-a0cae22e6bca_20250512T16:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I can
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] My name is [PII] calling from DJO LLC provider office checking on the claim status. Could you please assist me with that?
[AGENT][POSITIVE] I'm happy to check on a claim for you today. Can I get the policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 01792142
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And the data service.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] D of service is for [PII].
[AGENT][NEUTRAL] And the build them out?
[CUSTOMER][NEUTRAL] $198.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEUTRAL] We don't have any claims on file for [PII] for $198.
[CUSTOMER][NEUTRAL] Is the patient active?
[AGENT][NEUTRAL] Patient is active. Effective date is [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm. What is it still active?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And uh what is the correct mailing address?
[AGENT][NEUTRAL] Claims mailing address is [PII].
[CUSTOMER][NEUTRAL] I was
[AGENT][NEUTRAL] And that's in [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Just a moment. [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] City, [PII]. What is the ZIP code?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] What is that EDI payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] To
[CUSTOMER][NEUTRAL] 60801
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Ma'am, I do have like uh one more member to check correct. Could you please assist me with that as well?
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, you have another member to check?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What's the member's policy number?
[CUSTOMER][NEUTRAL] Let me provide you with that. Just a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 801749308
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Data service.
[CUSTOMER][NEUTRAL] data of services for [PII].
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEUTRAL] 5
[AGENT][NEUTRAL] No claims on file for [PII]. Patient is active. Effective date is [PII], still active.
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] Mailing address is the same which you provided before.
[AGENT][POSITIVE] Mhm. Correct.
[CUSTOMER][NEUTRAL] OK, can I get the call reference for this conversation?
[AGENT][NEUTRAL] [PII] references my name with my last initial in today's date. My name again is [PII], that's [PII] Last initial is [PII].
[CUSTOMER][POSITIVE] OK, thank you sir for your assistance. Goodbye. Have a nice day.