AccountId: 011433970860
ContactId: e366cf07-d43a-4e43-9202-e40882084995
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 535900 ms
Total Talk Time (AGENT): 189470 ms
Total Talk Time (CUSTOMER): 120081 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/e366cf07-d43a-4e43-9202-e40882084995_20250108T20:19_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[AGENT][POSITIVE] Good afternoon. Thank you for calling.
[CUSTOMER][NEUTRAL] Hi, [PII] calling from.
[AGENT][NEUTRAL] Yes, hello.
[CUSTOMER][NEUTRAL] Hello? Can you hear me?
[AGENT][NEUTRAL] I can hear you now. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, hi, I'm calling from the sort of checking the plane.
[AGENT][NEUTRAL] OK, you say you're checking claim status and I didn't quite catch your name. Can you repeat your name?
[CUSTOMER][NEUTRAL] That's [PII]
[AGENT][NEUTRAL] How do you spell that?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, um, may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] And before that, may I know your name, please? Could you spell your name?
[AGENT][NEUTRAL] My name is [PII]. That's [PII]. Last initial [PII].
[CUSTOMER][NEUTRAL] Uh, are you ready for the call
[AGENT][NEUTRAL] Yes, go ahead.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 608
[CUSTOMER][NEUTRAL] 4499.
[AGENT][NEUTRAL] 4499.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What is the patient's policy number?
[CUSTOMER][NEUTRAL] 0040
[CUSTOMER][NEUTRAL] 673-47.
[AGENT][NEGATIVE] Yeah, I, I think we have a bad connection because I can hardly hear you. Can you repeat that number one more time?
[CUSTOMER][NEUTRAL] Sure, sure. 004 067347.
[AGENT][NEUTRAL] 73, after the 73, what's the numbers?
[CUSTOMER][NEUTRAL] 47.
[AGENT][NEUTRAL] 47, OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm, I'm not pulling anything up with that number.
[AGENT][NEUTRAL] Do you have a different number?
[CUSTOMER][NEUTRAL] Yeah, I have a group number here. 02255705 M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] OK, thank you. It looks like that's gonna be the policy. One moment.
[AGENT][NEUTRAL] 5
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh, sure, that's going to be.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Oh that's not who I called.
[AGENT][NEUTRAL] I'm sorry, um, can you repeat the name and date of birth one more time? We have a bad connection. Go ahead.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. You want me to spell that?
[AGENT][NEUTRAL] OK. Thank you. No, it's fine. Um, and, um, you said you're calling for claim status, Miss [PII]?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] What is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, can you repeat that one more time?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That was [PII].
[CUSTOMER][NEUTRAL] Yeah, right.
[AGENT][NEUTRAL] OK. How much is it, uh, is the claim for?
[CUSTOMER][NEUTRAL] $306.96.
[AGENT][NEUTRAL] $306.96. Uh, let me see if I can find this claim for you. Uh, for future, you can check claim status online through our website at [PII].
[AGENT][NEUTRAL] Now let's see.
[AGENT][NEUTRAL] And again, that was [PII], correct?
[CUSTOMER][NEUTRAL] that like
[AGENT][NEUTRAL] OK, I don't have a claim on file for [PII].
[AGENT][NEUTRAL] For [PII].
[CUSTOMER][NEUTRAL] This is the number is uh active?
[AGENT][NEUTRAL] Yes, uh, let me give you the effective date of the policy. One moment.
[AGENT][NEUTRAL] Effective date of the policy is [PII] and it is active at the moment.
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] what the issues
[CUSTOMER][NEUTRAL] But is there any dejection.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Let me check one sec.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Effective from [PII] to uh term date.
[AGENT][NEUTRAL] The [PII] and it is active at the moment.
[CUSTOMER][NEUTRAL] [PII] to still active, right?
[AGENT][POSITIVE] Yes, correct.
[CUSTOMER][NEUTRAL] May I know the time before you and mailing address to some of the client?
[AGENT][NEGATIVE] There is no timely filing limits.
[AGENT][NEUTRAL] The address to submit the claim is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Let me check what address we submitted.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You want me to repeat the address again?
[CUSTOMER][NEGATIVE] No, no.
[CUSTOMER][NEUTRAL] I need to validate my address.
[AGENT][NEUTRAL] I'm, I'm sorry. Are you asking me something?
[CUSTOMER][NEUTRAL] Yeah, yeah. Uh, actually, we submitted the address which is.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's not our address.
[CUSTOMER][NEUTRAL] There is no Egyptian.
[CUSTOMER][NEUTRAL] No rejected claim.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] There is no rejection available, right? Cla is not available.
[AGENT][NEUTRAL] The claim is not on file, no. And the address is the correct address is the one that I just provided to you in [PII].
[CUSTOMER][NEUTRAL] I know the part of
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][NEUTRAL] That's [PII], right?
[AGENT][NEUTRAL] I'm sorry, can you repeat?
[CUSTOMER][NEUTRAL] Your name, is that your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] Thanks for the information. Have a great day. Bye.
[AGENT][POSITIVE] You're welcome. You as well. Thank you for calling APL. Bye-bye, Miss [PII].