AccountId: 011433970860
ContactId: effb8da1-2dd6-4716-bb62-14b1f7c28af6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164809 ms
Total Talk Time (AGENT): 46597 ms
Total Talk Time (CUSTOMER): 48403 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/effb8da1-2dd6-4716-bb62-14b1f7c28af6_20250404T13:05_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name's [PII]. I was calling regarding a claim we sent out, um, it's wanting explanation of benefits, so I'm not quite sure where to send it, so.
[AGENT][NEUTRAL] OK. Do you have a callback number in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] 01979937
[AGENT][NEUTRAL] AM
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What was the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you had a question about a claim?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can look that up for you. What date of service was it for?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And what was the procedure code?
[CUSTOMER][NEUTRAL] 73,130.
[AGENT][NEUTRAL] And you were just wanting to know where you can send the explanation of benefit?
[CUSTOMER][NEUTRAL] Yes, that's what it was denying for, correct?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. I was hoping there's a fax.
[AGENT][NEUTRAL] Yes, ma'am. You can fax it. It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, I will send it over.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Thank you, [PII] for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.