AccountId: 011433970860
ContactId: efee9353-5010-4b6c-b2d2-9ca1a88516e5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185220 ms
Total Talk Time (AGENT): 60725 ms
Total Talk Time (CUSTOMER): 59083 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/efee9353-5010-4b6c-b2d2-9ca1a88516e5_20250609T19:14_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII] from Advent Health Chapel again for the claim status.
[AGENT][NEUTRAL] OK, I could check on a claim for you. I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. uh, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] OK, thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Oh yes.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 02493493, M as in Mary, L as in Lima, 8.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII] with the date of birth, [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. uh, what was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That was [PII]?
[CUSTOMER][NEUTRAL] Uh yes, 25 to 5.
[AGENT][NEUTRAL] Got it and what was that bill amount please?
[CUSTOMER][NEUTRAL] $747.08.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, so we did receive this claim are it looks like we are missing a copy of the primary EOB.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Primary UB.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Can I get the receipt date?
[AGENT][NEUTRAL] Uh yes, this claim was received [PII].
[AGENT][NEUTRAL] And it was processed on [PII].
[CUSTOMER][NEUTRAL] OK. Still pending?
[AGENT][NEUTRAL] Uh, we're just missing a copy of the primary EOB. As soon as we get that we can continue processing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Can you please spell out your name, help me out with the call reference.
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. Uh so my name is spelled [PII], was there anything else I could help you with?
[CUSTOMER][POSITIVE] And [PII]. OK, thank you for the information. Great day.
[AGENT][POSITIVE] Of course, thanks for calling PL you too bye bye.