AccountId: 011433970860
ContactId: e00575dd-e5eb-46de-ab25-b28132ecb5ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190429 ms
Total Talk Time (AGENT): 82583 ms
Total Talk Time (CUSTOMER): 63021 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/e00575dd-e5eb-46de-ab25-b28132ecb5ea_20250106T22:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I need to know if uh claim of mine has been paid out or not because I keep getting a bill from Centurare. I have the policy number.
[AGENT][NEUTRAL] OK, what's that policy number?
[CUSTOMER][NEUTRAL] 247
[CUSTOMER][NEUTRAL] 1239
[AGENT][NEUTRAL] Alright, let me pull this up here. Give me just a second.
[AGENT][NEUTRAL] And if I could get the name on the policy and date of birth?
[CUSTOMER][NEUTRAL] [PII], and birth date is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Can you please also verify for security the address on file?
[CUSTOMER][NEUTRAL] Either [PII], or [PII].
[AGENT][POSITIVE] All right, thank you so much. Do you have a claim number or a date of service that I can search for?
[CUSTOMER][NEUTRAL] Yup, it was uh
[CUSTOMER][NEUTRAL] Back in March, March or April, it's for Centurare.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I do have a claim number somewhere I have seen it.
[AGENT][NEUTRAL] Let me see here. I do see.
[CUSTOMER][NEUTRAL] It's like 500 and some dollars.
[AGENT][NEUTRAL] OK, so we did get a claim from them, but it looks like in order to complete the processing of the claim, um we need we need an itemized statement with diagnosis codes on it.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh, I didn't, that was, that was faxed to you.
[CUSTOMER][NEUTRAL] I believe.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Or, or I can get your fax number I can call Centacare and they can do that.
[AGENT][NEUTRAL] Yeah, so let me give you that number because I don't see anything on our side. Our fax number, Jean, is um [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I would just
[CUSTOMER][NEUTRAL] And do you want me to put attention to somebody?
[AGENT][NEUTRAL] Uh, it can go attention to claims.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I would just include the claim number also, which is claim number 353.
[CUSTOMER][NEUTRAL] 353
[AGENT][NEUTRAL] 89
[AGENT][NEUTRAL] 22.
[CUSTOMER][NEUTRAL] 89
[CUSTOMER][NEUTRAL] 22 that's the claim number.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And I will call them and have them send that out to you.
[AGENT][POSITIVE] OK, sounds good. Is there anything else I can check for you?
[CUSTOMER][POSITIVE] Nope, that should do it. Thank you.
[AGENT][POSITIVE] All right. Thank you. Have a good day.
[CUSTOMER][NEUTRAL] Bye bye. Yup, bye.
[AGENT][NEUTRAL] Bye.