AccountId: 011433970860
ContactId: dc6fc564-c68e-4ea5-b643-e4c0ab437bb0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179500 ms
Total Talk Time (AGENT): 49270 ms
Total Talk Time (CUSTOMER): 62311 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/dc6fc564-c68e-4ea5-b643-e4c0ab437bb0_20250506T14:44_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], this is [PII]. I'm calling from Bell Clinic. Need to see if you've got a couple of claims on file and if so, what the status is.
[AGENT][NEUTRAL] OK, I can help you with claim status, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] I do. It's [PII] and that's the direct line with secure voicemail.
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I do it's 02312747.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], I don't know how to say that. Date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And date of service and bill charges?
[CUSTOMER][NEUTRAL] Uh, [PII] and the first one is $2,276.
[AGENT][NEUTRAL] OK, looks like we received that, um.
[AGENT][NEUTRAL] 421 25 and then process 42225. Uh we were needing the primary explanation of benefits.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And can you give me that fax number I know uh [PII] gave you oh never mind, I think it's [PII].
[AGENT][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] Alright, can I get that claim number, [PII]?
[AGENT][NEUTRAL] Yes, it's uh 359-2069.
[CUSTOMER][NEUTRAL] Alright, and she had another one for that same day, a professional claim for 18 or $868.
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] Uh, it looks like that's the same thing, waiting on that primary EOB.
[CUSTOMER][NEUTRAL] All right, and what's that claim number? I'll get those faxed over.
[AGENT][NEUTRAL] It's 359-2068.
[CUSTOMER][NEUTRAL] Alright, and do y'all do call references?
[AGENT][NEUTRAL] Uh, just my name, [PII], first initial to last name, [PII], and today's date. And anything else I can help with today?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] No ma'am, that's it you have a great day.
[AGENT][POSITIVE] Thank you for calling APL. You as well. Bye-bye.