AccountId: 011433970860
ContactId: e5fa9287-8b74-4453-b4ee-978f920bdf6a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 269260 ms
Total Talk Time (AGENT): 77048 ms
Total Talk Time (CUSTOMER): 132547 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/e5fa9287-8b74-4453-b4ee-978f920bdf6a_20250620T21:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from provider office to check on claim status.
[AGENT][NEUTRAL] OK, [PII], I can help with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, and the policy number for the patient?
[CUSTOMER][NEUTRAL] Yeah, one moment.
[CUSTOMER][NEUTRAL] 6181 P as in Papa, K as in Kilo G as in Golf 007.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, that's not a good policy number. Do you have the last name of the patient?
[CUSTOMER][NEUTRAL] Yeah. Uh and the last name is, uh first name was [PII] and the first name, uh sorry, and the last name is [PII].
[CUSTOMER][NEUTRAL] Before that.
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] Oh, I'm not pulling up that name. Um, do you have a group number or social security number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, one moment. I will check and tell you. Uh.
[CUSTOMER][NEUTRAL] The zip code was [PII].
[AGENT][NEUTRAL] Group number, is that what you said?
[CUSTOMER][NEUTRAL] it
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Is that the group number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 334-86.
[AGENT][NEUTRAL] Um, yeah, I don't have that in our system. I can't find it with the information you provided.
[CUSTOMER][NEUTRAL] Yeah. Yeah, OK. Uh, can you provide me, we have to resubmit for this claim. Can you provide me the claim mailing address? How, how we send?
[CUSTOMER][NEUTRAL] Res resubmit.
[AGENT][NEUTRAL] Well, it
[AGENT][NEUTRAL] We don't have any of that patient information in our system, so I would probably get returned, but I'll give you our address.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, OK, sure.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 11 moment. [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], sorry, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] Can you spell that?
[AGENT][NEUTRAL] That's OK, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, thank you. Uh, can you provide me the fax number?
[AGENT][NEUTRAL] Fax number is [PII].
[CUSTOMER][NEUTRAL] Mm yeah.
[CUSTOMER][NEUTRAL] OK, thank you. Uh, can you provide me the call reference number?
[AGENT][NEUTRAL] My name and today's date.
[CUSTOMER][NEUTRAL] OK. Can you provide me the claim number, please?
[AGENT][NEUTRAL] What?
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] What were you needing?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] What did you ask for?
[CUSTOMER][NEUTRAL] Claim number.
[AGENT][NEUTRAL] Claim number?
[CUSTOMER][NEUTRAL] Yes, uh, OK, sorry, sorry, yeah, yeah, I, yeah, OK, sorry for that.
[AGENT][NEUTRAL] I can't look
[CUSTOMER][POSITIVE] OK. Have a nice day. Bye-bye.
[AGENT][POSITIVE] OK, thanks for calling APL. You too. Bye.