AccountId: 011433970860
ContactId: f5e07a40-f7b9-4519-ac3f-0e3bc8e23d69
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 255130 ms
Total Talk Time (AGENT): 87568 ms
Total Talk Time (CUSTOMER): 77929 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/f5e07a40-f7b9-4519-ac3f-0e3bc8e23d69_20250404T18:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Sunco Skin Solutions. Um, I'm calling regarding the secondary claim. Um, uh, I needed to find out the status on it.
[AGENT][NEUTRAL] OK, I can help you with claim status and can I get your name one more time please and your callback number?
[CUSTOMER][NEUTRAL] Yes, this is [PII].
[CUSTOMER][NEUTRAL] Do you need me to spell it for you?
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] And then what is, what is your call back?
[CUSTOMER][NEUTRAL] OK. And
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And your name one more time?
[AGENT][POSITIVE] Thank you. My name is [PII]
[AGENT][NEUTRAL] And Ms. [PII], what is the patient's name, date of birth, and policy number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] It's [PII], [PII], and policy 021-984-28 MLA.
[AGENT][NEUTRAL] OK, thank you. Let me look up that policy.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and then what's the date of service for [PII]?
[CUSTOMER][NEUTRAL] Um, it is, let's see, [PII].
[AGENT][NEUTRAL] And the charge amount?
[CUSTOMER][NEUTRAL] It's $447.60.
[AGENT][NEUTRAL] OK, and then what is the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] $81.80.
[AGENT][NEUTRAL] OK, and what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Sancos Skin Solutions INC.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold, Miss [PII], while I look up this claim, and I'll be right back.
[CUSTOMER][POSITIVE] OK, thanks.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Thank you for holding for me, Ms. [PII]. So looking at data service of [PII], I do not find a claim on file for that date of service.
[CUSTOMER][NEUTRAL] OK, so it didn't cross over, um.
[CUSTOMER][NEUTRAL] Uh, OK. So, uh, can we fax this? or does it need to be mailed?
[AGENT][NEUTRAL] You can fax it. Let me give you the fax number.
[AGENT][NEUTRAL] It's, it's [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK. [PII] is the fax.
[AGENT][POSITIVE] Yes ma'am, that's correct.
[CUSTOMER][NEUTRAL] And attention claims department.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, thank you for that. Can I get a reference number for the call?
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] OK, great. Thank you. Have a good day.
[AGENT][POSITIVE] You're very welcome. Is that all I can help you with before we go?
[CUSTOMER][POSITIVE] Yes, that'll be all. Thanks.
[AGENT][POSITIVE] OK, well you have a wonderful weekend and thank you for calling APL.
[CUSTOMER][NEUTRAL] You as well. Bye-bye.
[AGENT][NEUTRAL] Bye bye.