AccountId: 011433970860
ContactId: d273a67c-b0e9-46d6-bdf1-dc50a67e75bd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119279 ms
Total Talk Time (AGENT): 32312 ms
Total Talk Time (CUSTOMER): 52938 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/d273a67c-b0e9-46d6-bdf1-dc50a67e75bd_20250313T19:30_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Uh, check status on some claims please.
[AGENT][POSITIVE] I'd be happy to assist with claim status. May I have your first name please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And then if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 02487944
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that information and what's the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm not sure we have that claim on file.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] What about [PII]?
[AGENT][NEUTRAL] No, not that one either.
[CUSTOMER][NEUTRAL] Um, let's see, they should be crossing over from Blue Cross Blue Shield. Let's see.
[CUSTOMER][NEUTRAL] Yeah, it says bill next. I've got two more dates of service please. [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Can I fax this to you with the primary COB?
[AGENT][NEUTRAL] Sure. Fax number is 877.
[AGENT][NEUTRAL] 3659423.
[CUSTOMER][POSITIVE] OK, I'm gonna do that since I've got all the other EOBs. OK, thank you very much.
[AGENT][NEUTRAL] Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] No, uh uh, not right now. Thank you.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.