AccountId: 011433970860
ContactId: e1d169b7-156a-4760-98a3-ab5e77105c98
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156979 ms
Total Talk Time (AGENT): 42972 ms
Total Talk Time (CUSTOMER): 47180 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/e1d169b7-156a-4760-98a3-ab5e77105c98_20250416T15:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh hi, this is [PII]. That is [PII] calling from provider's office to check on claims.
[AGENT][NEUTRAL] Hey [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, that is [PII].
[AGENT][NEUTRAL] OK, do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] 025 [PII]
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] That is [PII], [PII].
[AGENT][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] And what was that date of service?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Billed amount is $472.83.
[AGENT][NEUTRAL] OK, uh, looks like.
[AGENT][NEUTRAL] Looks like the copy of the explanation of benefits.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So you guys require a uh primary UB?
[AGENT][NEUTRAL] Yes, we need the primary EOB.
[CUSTOMER][NEUTRAL] OK. May I have the fax number?
[AGENT][NEUTRAL] Uh, fax number is [PII].
[AGENT][NEUTRAL] 3659423.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 26.
[AGENT][NEUTRAL] 942-3.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, may I have claim number, please?
[AGENT][NEUTRAL] My number is 355-6794.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. And the color reference number?
[AGENT][NEUTRAL] That's gonna be my name, [PII] First initial to last name, [PII] and today's date.
[CUSTOMER][POSITIVE] All right. OK. Thank you so much. Have a great day.
[AGENT][POSITIVE] Thanks for calling APLU as well.