AccountId: 011433970860
ContactId: edb9836a-8298-422c-89bf-51c0c3a85724
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168839 ms
Total Talk Time (AGENT): 58950 ms
Total Talk Time (CUSTOMER): 72718 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/edb9836a-8298-422c-89bf-51c0c3a85724_20250128T17:50_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], this is [PII] calling from provider's office to check up on a claim status. Also, this call has been recorded for quality and training purposes. Are you OK with that?
[AGENT][NEUTRAL] Yeah, I could check on a claim for you. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] It's [PII] spelled as [PII] to my last name is [PII].
[AGENT][NEUTRAL] OK, thank you for that and then uh do you, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, it would be [PII] [PII].
[CUSTOMER][NEUTRAL] Can you help me with your last name initial?
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yes, last initial is [PII]
[AGENT][NEUTRAL] And then did you have the correct, um, do you have the policy number?
[CUSTOMER][NEUTRAL] A as in Alpha.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah, I do have it's 016.
[CUSTOMER][NEUTRAL] 18681.
[AGENT][NEUTRAL] OK, thank you. And what was the name and date of birth for the number?
[CUSTOMER][NEUTRAL] Yeah, it's [PII], and the date of birth would be [PII].
[AGENT][NEUTRAL] Alright, thank you for verifying that. And what was the date of service for this claim?
[CUSTOMER][NEUTRAL] It's [PII] and the total charge amount $905 even.
[AGENT][POSITIVE] OK, thank you one moment please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, so we did receive this claim, uh, looks like we're missing a copy of the primary EOB.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Uh, when did you receive the claim?
[AGENT][NEUTRAL] Let's see, we received this claim [PII], and it was processed on [PII].
[CUSTOMER][NEUTRAL] OK, just give me a moment.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Can you help me with the claim number?
[AGENT][NEUTRAL] Yes, claim number is 3551201.
[CUSTOMER][NEUTRAL] And the call reference number would be your name and today's date, right?
[AGENT][NEUTRAL] Uh, my first name, last initial, and today's date, yes, was there anything else I could help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, no, thank you so much. That's it for the day. Hope you have a wonderful day.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. You too, bye bye.
[CUSTOMER][POSITIVE] Bye take care.
[AGENT][NEUTRAL] You too.