AccountId: 011433970860
ContactId: daeaa58b-fc41-41e2-bc0d-a4ba168f7b2d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208470 ms
Total Talk Time (AGENT): 53107 ms
Total Talk Time (CUSTOMER): 91978 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/daeaa58b-fc41-41e2-bc0d-a4ba168f7b2d_20250610T15:28_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], my name is [PII]. I'm with the provider's office and I am calling to make sure a claim was received for a patient.
[AGENT][NEUTRAL] Hey [PII], um, can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, it's gonna be [PII].
[AGENT][POSITIVE] Great. And what is the policy number for the claim?
[CUSTOMER][NEUTRAL] It's gonna be 02552796.
[AGENT][NEUTRAL] OK give me just one moment to look that up.
[CUSTOMER][POSITIVE] Mhm, no problem.
[AGENT][NEUTRAL] Can I get the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh, it's gonna be for [PII], and date of birth is [PII].
[AGENT][NEUTRAL] OK, I'm not showing that birthday um as her birthday.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, and it was [PII] just to make sure I said it right.
[AGENT][NEUTRAL] Yes, I'm not showing that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, got you. Oh, OK, um, let me see if I have her ID on file. Maybe we have it wrong.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, that's what's on our ID our license [PII]. OK, then I will send this over to the patient and see if we can get them to contact you guys and get it corrected.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, have her call us back and see, yeah, and get the address correct because if you're looking at her ID um it's likely that it was entered wrong here and we will need her to call us for that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Gotcha. OK. Am I able to confirm any other details just to make sure?
[CUSTOMER][NEUTRAL] Just to see if the claim is received. Well, if it's a different, I, I'm not sure if that would reject it on your side.
[AGENT][NEUTRAL] Um, do you have her social?
[CUSTOMER][NEUTRAL] Uh, let's see, I do actually. We generally don't, um, I do have her social is [PII].
[AGENT][NEUTRAL] And what is the date of service?
[CUSTOMER][NEUTRAL] That's gonna be for [PII].
[AGENT][NEUTRAL] OK, I am showing that we received that claim, um, in order to give you more information on that, um, have her call us back and um we'll need to look at a corrected birthday.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Understand. OK, perfect. I just wanna make sure, um, do you have, uh, OK, so you do have it. OK, then I will send that over to her. Thank you so much, [PII]. I appreciate your help.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, we did receive it.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You too thanks bye bye.
[AGENT][NEUTRAL] Bye.