AccountId: 011433970860
ContactId: fbb26dc9-c6e5-4add-af3f-acf00ba5fc91
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148720 ms
Total Talk Time (AGENT): 43128 ms
Total Talk Time (CUSTOMER): 53228 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/fbb26dc9-c6e5-4add-af3f-acf00ba5fc91_20250619T12:42_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling IPL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling about a claim status.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] This is [PII] last initial [PII] um from the University of Florida Jacksonville physician.
[AGENT][NEUTRAL] OK, and do you have a callback number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, [PII] it's a direct line.
[AGENT][NEUTRAL] Thank you, [PII], and do you have their policy number?
[CUSTOMER][NEUTRAL] Yes, uh, 2, I'm sorry, 02419189 M as in Mary, L as in Lima 7.
[AGENT][NEUTRAL] Thank you [PII], hold on one moment please.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] And can I verify her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were needing claim status?
[CUSTOMER][NEUTRAL] Yes ma'am, uh, data service 327 of 25 and bill charges 588.
[AGENT][NEUTRAL] OK, I can look that up for you just a moment.
[AGENT][NEUTRAL] That was for an office visit?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, we do have the claim in office visits are not covered.
[CUSTOMER][NEUTRAL] OK. Um.
[CUSTOMER][NEUTRAL] Is it OK if I get a copy of the EOB?
[AGENT][NEUTRAL] Yes, ma'am. I can fax it to you. What's your fax number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'll fax that to you. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, ma'am, that's all I needed. I appreciate it. You have a great rest of your day.
[AGENT][POSITIVE] Thank you [PII] for calling APL you as well.
[CUSTOMER][NEUTRAL] Goodbye.