AccountId: 011433970860
ContactId: fadccc9d-b37d-4d27-ae4f-bca353ba0cbd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 272200 ms
Total Talk Time (AGENT): 95223 ms
Total Talk Time (CUSTOMER): 84247 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/fadccc9d-b37d-4d27-ae4f-bca353ba0cbd_20250404T15:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes I was calling to check on the claim.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I was calling to check on a claim.
[AGENT][NEUTRAL] OK, yeah, I can check on a claim for you. uh, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] OK, [PII] is this for your individual policy or are you with a provider?
[CUSTOMER][NEUTRAL] Provider, with the provider?
[AGENT][NEUTRAL] OK and then can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you and then did you have that policy number?
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] 01611.
[CUSTOMER][NEUTRAL] 887 ML 8.
[CUSTOMER][NEUTRAL] The number 8
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Did you have that date of birth?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh yeah, my bad. Uh, [PII].
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] OK, thank you for verifying that fell up. What was the date of service for this claim?
[CUSTOMER][NEUTRAL] Data [PII].
[AGENT][NEUTRAL] [PII] and then do you have that bill amount?
[CUSTOMER][NEUTRAL] $1,401.13.
[AGENT][POSITIVE] Got it thank you one moment please.
[AGENT][NEUTRAL] OK, so I do not have a claim uh for that date of service for that amount, Phil up.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Uh, well, thank you and uh I guess I'll have to resend it um by mail, I guess, um.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] No sir, that isn't.
[AGENT][NEUTRAL] That is an old address. I can give you that correct mailing address and then I've also got a fax number and a payer ID if you'd like.
[CUSTOMER][NEUTRAL] OK, OK, can I get that too, uh, a fax ID.
[AGENT][NEUTRAL] Of course, let me know when you're ready.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] All right, so our mailing address is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII], correct?
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][NEUTRAL] OK, I got that out of the way address. Now you have the fax.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, uh, fax number is 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Do I just put a kitchen training department or?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Did you want that payer ID as well?
[CUSTOMER][NEUTRAL] Um, sure.
[AGENT][NEUTRAL] OK, so that is 60801.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Of course. Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] No, that will be it. Have a great day.
[AGENT][POSITIVE] Alright, well thanks for calling APL you too thank you bye bye.