AccountId: 011433970860
ContactId: e148a6b1-694f-4369-9ec5-e038ddfed795
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 265750 ms
Total Talk Time (AGENT): 82472 ms
Total Talk Time (CUSTOMER): 86257 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/e148a6b1-694f-4369-9ec5-e038ddfed795_20250603T20:23_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 check to see if you have some claims.
[AGENT][NEUTRAL] OK, I can check claim status for you, ma'am. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII] and the callback number is [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And then what is the member's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] [PII]. Her policy is 02581801, M as in Mary, L as in Larry, 7.
[AGENT][POSITIVE] OK, thank you. Let me look her up real quick.
[AGENT][NEUTRAL] All right, and then may I have [PII]'s date of service and charge amount?
[CUSTOMER][NEUTRAL] It was um for [PII].
[CUSTOMER][NEUTRAL] Um, the charged amount was $5,294. You're her secondary insurance, so the balance was $3,206.27.
[AGENT][NEUTRAL] OK, thank you and then what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] I'm calling from Doctor um [PII]'s office. Do you need her?
[CUSTOMER][NEUTRAL] Her [PII]?
[AGENT][NEUTRAL] No, I don't. I just need the name that the claim would be filed under. OK, I'm gonna put you on a quick hold, Miss [PII], while I look up this claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For us and I'll be right back, ma'am.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me, Ms. [PII]. So, looking on data service of [PII] for Ms. [PII], I do not find a claim on file.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's funny I've sent it electronically and through the mail. Um, can you give me the mailing address again please just to make sure I'm sending it to the right place.
[AGENT][POSITIVE] Absolutely. Uh, it's going to be.
[AGENT][NEUTRAL] APL claims and that's [PII].
[AGENT][NEUTRAL] That's in [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][POSITIVE] OK, I will send it again, thank you.
[AGENT][POSITIVE] You're very welcome. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, not right now not right now, thank you so much.
[AGENT][POSITIVE] You're welcome have a good day and thank you for calling APL.
[CUSTOMER][POSITIVE] You too you too OK bye bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.