AccountId: 011433970860
ContactId: edef93f8-007c-4051-9486-2216726d9bd9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180000 ms
Total Talk Time (AGENT): 78407 ms
Total Talk Time (CUSTOMER): 55431 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/edef93f8-007c-4051-9486-2216726d9bd9_20250304T16:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII] is that [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And your last initial?
[AGENT][NEUTRAL] A
[CUSTOMER][NEUTRAL] My name is [PII]. Last initial is [PII]. I'm wanting to get the status of a claim, please.
[AGENT][NEUTRAL] Sure, I can check on a claim for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] Thank you and then uh do you have the policy number?
[CUSTOMER][NEUTRAL] That is 02566205.
[AGENT][NEUTRAL] OK, and then uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that [PII]. Uh, what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Data service is [PII].
[AGENT][NEUTRAL] OK, and then uh do you have that bill amount?
[CUSTOMER][NEUTRAL] $48.
[AGENT][NEUTRAL] OK thank you one moment please.
[AGENT][NEUTRAL] OK, was this with um is it.
[CUSTOMER][NEUTRAL] South Georgia Medical Center.
[AGENT][NEUTRAL] Mm, OK, no, it does not look like we've received this claim, [PII].
[AGENT][NEUTRAL] I do have one for the state of service but it's uh for $327.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so is there.
[CUSTOMER][NEUTRAL] A fax number or an address I can send the claim to?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Of course I have a mailing address, fax number and a payer ID. I can give you all of that information.
[CUSTOMER][NEUTRAL] OK, what's the fax number?
[AGENT][NEUTRAL] Fax number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the mailing address?
[AGENT][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] And do I need to put attention to anyone if I fax it or mail it?
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Uh, claims department.
[CUSTOMER][NEGATIVE] And you say y'all have not received the claim at all um.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Do you have a call reference number sorry.
[AGENT][NEUTRAL] No, that's OK. Uh, that would just be my first name, last initial, and today's date. Was there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No ma'am, that's it.
[AGENT][POSITIVE] Alright, well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.