AccountId: 011433970860
ContactId: d7ea647e-6209-401a-a780-3ca832642949
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198229 ms
Total Talk Time (AGENT): 52226 ms
Total Talk Time (CUSTOMER): 93182 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/d7ea647e-6209-401a-a780-3ca832642949_20250219T17:31_UTC.wav
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[AGENT][NEUTRAL] Calling PPL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office, checking on the claims.
[AGENT][POSITIVE] I'd be happy to assist with the claim today [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yeah, it's uh [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Yeah, the policy number is
[CUSTOMER][NEUTRAL] 025 05648, Mike Lima number 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Data service for the claim?
[CUSTOMER][NEUTRAL] Yeah, the date of service is just.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And your tax ID.
[CUSTOMER][NEUTRAL] Yeah, the tax ID is.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK, thank you for that information. I'm not showing we have that claim on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, we have sent this claim.
[CUSTOMER][NEUTRAL] The address, just a moment.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, we have sent this address to
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] MS [PII], is this correct?
[AGENT][NEUTRAL] Yes, that's correct. Did you want our fax number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][POSITIVE] Good. Mm, your ID please.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm. Can I have the member's eligibility?
[AGENT][NEUTRAL] The members what?
[CUSTOMER][NEUTRAL] Eligibility, effective dates from when the plan was started, yeah.
[AGENT][NEUTRAL] Oh, eligibility.
[AGENT][NEUTRAL] Um, policy effective date was [PII], and it's currently still active.
[CUSTOMER][NEUTRAL] Mhm. OK. Uh, the policy active as a primary or secondary?
[AGENT][NEUTRAL] We're primary, well, I'm sorry, we're secondary.
[CUSTOMER][NEUTRAL] Secondary. Got it. OK. Can you please spell out your name?
[AGENT][NEUTRAL] [PII], last initial is [PII]. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] Uh, no, [PII]. Can I have the reference number?
[AGENT][NEUTRAL] Reference is just my name and today's date and time.
[CUSTOMER][POSITIVE] Mhm. Oh, thank you so much, [PII]. Thanks for your assistance. That's all about today and have a great day. Bye.
[AGENT][POSITIVE] Thank you for calling APL have a good day.
[CUSTOMER][NEUTRAL] Yeah