AccountId: 011433970860
ContactId: fa7dcfd0-7c89-4c4e-83ad-db56e36829a4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210100 ms
Total Talk Time (AGENT): 40689 ms
Total Talk Time (CUSTOMER): 49039 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/fa7dcfd0-7c89-4c4e-83ad-db56e36829a4_20250617T13:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Prora of check on claim status.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The policy number for the patient?
[CUSTOMER][NEUTRAL] 022
[CUSTOMER][NEUTRAL] 039
[CUSTOMER][NEUTRAL] 26
[CUSTOMER][NEUTRAL] M as in Mike. L as in Lima, 8.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] And date of service and bill charges?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The date of service is [PII] and the bill amount is $17,356 even.
[AGENT][NEUTRAL] That was [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] It looks like we received it on [PII] process [PII].
[AGENT][NEUTRAL] Uh, we're needing a primary explanation of benefits.
[CUSTOMER][NEUTRAL] OK. Can I have the fax number along with the claim number?
[AGENT][NEUTRAL] Fax number is [PII].
[AGENT][NEUTRAL] Claim number 3563048.
[CUSTOMER][NEUTRAL] OK. Is there any time frame when to submit the primary will?
[AGENT][NEUTRAL] Um, no, there's not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much for assisting me. Have a great day ahead. Can I get the call?
[AGENT][NEUTRAL] Uh, call reference is my name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII], once again. Have a great day. Bye-bye.
[AGENT][POSITIVE] Thank you for calling APL you too. Bye bye.