AccountId: 011433970860
ContactId: e35cb639-b568-44fc-85b5-8461cc2e2e04
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184949 ms
Total Talk Time (AGENT): 46441 ms
Total Talk Time (CUSTOMER): 50504 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/e35cb639-b568-44fc-85b5-8461cc2e2e04_20250506T18:15_UTC.wav
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[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes ma'am. I'm trying to, um, I'm noticing that I don't have a, uh, claim cleared on my end for a patient, um, from last year. I was wondering if you could verify if it was paid on.
[AGENT][POSITIVE] Yeah, let's, I'm happy to check a claim. Uh, do we have the policy number?
[CUSTOMER][NEUTRAL] Um, the, let me see.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It is 00615476.
[AGENT][NEUTRAL] And then if I can get patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, it's [PII] and it's [PII].
[AGENT][NEUTRAL] OK, what's do it?
[CUSTOMER][NEUTRAL] And the um claim is for um [PII].
[AGENT][NEUTRAL] And then do we have a bill amount?
[CUSTOMER][NEUTRAL] Um, let me see, it should be 2:32.
[AGENT][NEUTRAL] Bear with me here just one moment, let me take a look.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] you know
[CUSTOMER][NEUTRAL] No, she's right here.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so it looks like we did receive a claim data service 10824.
[AGENT][NEUTRAL] Um, it looks like there was a benefit payment sent in the amount of $55.
[CUSTOMER][NEUTRAL] OK, um, is there any way I can have an EOB sent to me?
[AGENT][POSITIVE] Yeah, absolutely. Can we fax it to you?
[CUSTOMER][NEUTRAL] Yes, it's um 504.
[CUSTOMER][NEUTRAL] 7373547
[AGENT][NEUTRAL] Just to confirm, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, great. And should we mark that attention to anybody?
[CUSTOMER][NEUTRAL] No, it's my fax machine.
[AGENT][NEUTRAL] OK, uh, that's on its way. Is there anything else I can check on for you?
[CUSTOMER][POSITIVE] Um, no, that's it, thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.