AccountId: 011433970860
ContactId: d5bb0bc0-89dd-4544-8b61-114c9fbcbac3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131699 ms
Total Talk Time (AGENT): 34187 ms
Total Talk Time (CUSTOMER): 60818 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/d5bb0bc0-89dd-4544-8b61-114c9fbcbac3_20250506T13:05_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes hi good morning um I'm calling to find out if a claim has been um received from a provider. I'm calling on behalf of the member.
[AGENT][NEUTRAL] How are you calling from, are you calling?
[CUSTOMER][NEUTRAL] The broker's office.
[AGENT][NEUTRAL] OK. Sure. And could I get your name and a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] and the phone number is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] The policy number is 0.
[CUSTOMER][NEUTRAL] 215.
[CUSTOMER][NEUTRAL] 8741.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And please verify her date of birth.
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. Now, I need the date of service and bill charges on the claim.
[CUSTOMER][NEUTRAL] OK, the date of service is [PII] Pembroke Pink Imaging.
[CUSTOMER][NEUTRAL] And the total charges.
[CUSTOMER][NEGATIVE] Total before insurance paid was 5000, it's ridiculous.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. And no, ma'am, I'm actually not showing that claim on file.
[CUSTOMER][NEUTRAL] Right? I don't think they.
[CUSTOMER][NEUTRAL] Yeah, there was a balance due of 250, so you have nothing from Pembroke Pink imaging.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] OK, alrighty perfect thank you.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that's it for today thank you so much.
[AGENT][NEUTRAL] OK. You're welcome, [PII]. Thank you for calling APL. Mm bye.
[CUSTOMER][POSITIVE] Thanks bye bye.