AccountId: 011433970860
ContactId: f24dc7c5-f4de-4313-80cf-71a798c660ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 252000 ms
Total Talk Time (AGENT): 70313 ms
Total Talk Time (CUSTOMER): 61542 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/f24dc7c5-f4de-4313-80cf-71a798c660ef_20250605T17:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, I just need to confirm a receipt of a claim please.
[AGENT][NEUTRAL] OK, I can help you with claim status. Can I get your name and a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Mhm it's [PII] [PII].
[AGENT][NEUTRAL] I'm so sorry, my phone cut out. I have [PII] and then what was the rest?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, and where are you calling from, [PII]?
[CUSTOMER][POSITIVE] The winning smile.
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] 214-6119.
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can I get you to verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] And do you have the claim number or the date of service?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 424 2025.
[AGENT][NEUTRAL] And that is [PII], correct?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I'm not showing anything, any claims.
[AGENT][NEUTRAL] For that date of service.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Would you like our fax number?
[CUSTOMER][NEUTRAL] I faxed it
[CUSTOMER][NEGATIVE] And on [PII] it came back undeliverable we faxed again yesterday and it appears to have gone through. I didn't get the same message about it being undeliverable, so I was hoping it had been received today or yesterday.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] What fax number did you send it to?
[CUSTOMER][NEUTRAL] The um
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And that is the correct address. It might be that it just hasn't been uploaded in yet.
[AGENT][NEUTRAL] Um, I'm just not able to see it just yet.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see if I can find it real quick, a different way.
[AGENT][NEUTRAL] I'm not showing anything has been um uploaded just yet.
[AGENT][NEGATIVE] So I'm unable to find that claim for you.
[CUSTOMER][NEUTRAL] OK, I'll call back Monday. Does it usually take this long for them to upload?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it should take within 24 to 48 hours. So depending on when you send it, yeah, um, just give it some time.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Right. Thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK you too bye bye.
[AGENT][NEUTRAL] Bye.