AccountId: 011433970860
ContactId: dfa941db-9854-49cb-b7eb-82bd9f28b7c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241130 ms
Total Talk Time (AGENT): 65018 ms
Total Talk Time (CUSTOMER): 78306 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/dfa941db-9854-49cb-b7eb-82bd9f28b7c2_20250128T15:46_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you for calling UTL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, good morning. My name is [PII]. I'm calling from [PII] EMC and I just wanted to verify if uh you all received a claim from us.
[AGENT][NEUTRAL] OK, I can help you share. What's the policy number?
[CUSTOMER][NEUTRAL] Yes, it is 01954774 M like Mary L like lion 8.
[AGENT][NEUTRAL] And a phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, the phone number is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, this is for [PII], date of birth [PII].
[AGENT][NEUTRAL] OK, thank you for that information, and you said you're checking for claim status?
[CUSTOMER][NEUTRAL] Yes, I just want to know if you received the claim from us on the, the secondary pair. Uh, we already received the payment from the primary.
[AGENT][NEUTRAL] OK. What's the date of
[AGENT][NEUTRAL] What's the date of service in charge?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And let me see.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] The total charge amount is $303 even.
[AGENT][POSITIVE] OK. All right, thank you.
[AGENT][NEUTRAL] I'm not showing any claims on file for [PII].
[AGENT][NEUTRAL] And also,
[AGENT][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We don't show that date of service on file for this patient at this time?
[CUSTOMER][NEUTRAL] OK, what about for [PII]?
[AGENT][NEUTRAL] [PII], what was the charge for that day?
[CUSTOMER][NEUTRAL] $303.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't show that the claim received.
[CUSTOMER][NEUTRAL] OK. I just wanna confirm, was the patient eligible during those days of services?
[AGENT][NEUTRAL] Uh-huh, he was.
[CUSTOMER][NEUTRAL] OK, and also just wanna verify um the PO box is [PII].
[AGENT][NEUTRAL] So the
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Can we fax the claim as well or no?
[AGENT][NEUTRAL] Mhm, you can. The fax number is 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[AGENT][NEUTRAL] Attention claims.
[AGENT][NEUTRAL] And the policy
[CUSTOMER][NEUTRAL] OK, can I have your name again on the?
[AGENT][NEUTRAL] The policy number that the policy number that you provided termed [PII]. You'll use my name and today's date as reference for today's call, [PII] And did you have any other questions here?
[CUSTOMER][NEUTRAL] I'm sorry?
[CUSTOMER][POSITIVE] That is everything. Thank you.
[AGENT][POSITIVE] You're welcome thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.