AccountId: 011433970860
ContactId: f11a1cd1-419b-4167-8e0f-aaa0dd37ace7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193169 ms
Total Talk Time (AGENT): 55878 ms
Total Talk Time (CUSTOMER): 67596 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/f11a1cd1-419b-4167-8e0f-aaa0dd37ace7_20250603T18:32_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling to check the status of a cream.
[AGENT][NEUTRAL] OK, I can verify claim status for you. And your name is?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And did you say your name is [PII]?
[AGENT][NEUTRAL] Yes, ma'am. [PII]
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And Ms. [PII], uh, what is that policy number, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 01618578. M as in Mary, L Larry, 8.
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] 128 25 $3,178.
[AGENT][NEUTRAL] OK, and do you have the balance after primary has processed the claim?
[CUSTOMER][NEUTRAL] Um, 80.
[AGENT][NEUTRAL] OK, see.
[AGENT][NEUTRAL] OK. I do not show that claim has been received. Uh, can you verify the address it was submitted to?
[CUSTOMER][NEUTRAL] Um, one moment.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Give me 1 2nd, I gotta go into another system.
[CUSTOMER][NEUTRAL] It was sent to oh I don't have.
[CUSTOMER][NEUTRAL] Where should it be sent to?
[AGENT][NEUTRAL] Uh, mail address [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] [PII]. And if you like, I can give you a fax number if you like to fax it to us.
[CUSTOMER][NEUTRAL] Yeah, I think I have that. That is the, let me just make sure it's the correct one. It is the, one moment.
[CUSTOMER][NEUTRAL] It's the [PII].
[AGENT][NEUTRAL] Uh, yes, ma'am.
[CUSTOMER][POSITIVE] OK. All right, [PII], thank you.
[AGENT][POSITIVE] Uh, you're welcome. Thank you for calling APL, Ms. [PII]. Have a great day.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][NEUTRAL] Mm bye.