AccountId: 011433970860
ContactId: e1ed65fa-1907-4284-b279-77d8db8831bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 615929 ms
Total Talk Time (AGENT): 103703 ms
Total Talk Time (CUSTOMER): 92071 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=-2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/e1ed65fa-1907-4284-b279-77d8db8831bc_20250319T13:25_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling UCL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider office checking on claim status.
[AGENT][NEUTRAL] OK, sure, I can assist you with claim status, Mr. [PII].
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] It's going to be [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh, Mr. [PII], there's too many numbers to be one of our policy numbers. Do you have the card?
[CUSTOMER][NEUTRAL] Yes, policy number's going to be 1330836 ML 8.
[AGENT][NEUTRAL] OK, can you repeat that 13308.
[CUSTOMER][NEUTRAL] 36
[AGENT][NEUTRAL] 36, OK.
[CUSTOMER][NEUTRAL] [PII] 8.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you and may I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] [PII] with charge amount of $3,352.75.
[AGENT][NEUTRAL] OK. [PII] $3,352.75.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me see if I can find this claim for future, you can check claim status online through our website at [PII]. That's just optional.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] And I have a specific question for this claim. We're having all the information. Could you please fax the UV for this one? I previously requested a fax on
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], we didn't receive any fax till now.
[AGENT][NEUTRAL] OK, what is the fax number?
[CUSTOMER][NEUTRAL] It's going to be [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, right.
[AGENT][NEUTRAL] To your attention, Mr. [PII].
[CUSTOMER][NEUTRAL] At at as to my name.
[AGENT][NEUTRAL] OK, how do you spell it just to make sure I spell it correctly.
[CUSTOMER][NEUTRAL] It's, it's [PII]
[AGENT][NEUTRAL] OK, thank you. Do you mind holding for me while I send this out to you while I got you on the line?
[CUSTOMER][POSITIVE] OK. Take your time.
[AGENT][POSITIVE] Thank you. Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for Mr. [PII]. Yeah, I went ahead and send that over to you. It should be there in a few minutes.
[CUSTOMER][NEUTRAL] And can I get your name once again?
[AGENT][NEUTRAL] Sure, my name is So. That's [PII].
[CUSTOMER][NEUTRAL] You can the call reference.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you like Mr. [PII].
[CUSTOMER][NEUTRAL] OK, good. OK. Thank you, sir, uh thank you for assisting me. Uh, how many times it take to receive the fax?
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] It's, um, usually it's in a few minutes, um, I'll get you a notification um and I did send it to the [PII].
[CUSTOMER][POSITIVE] Thank you. Thank you for assisting me. Bye-bye. Take care.
[AGENT][POSITIVE] You're welcome. No problem. Have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] You too.