AccountId: 011433970860
ContactId: fea41193-1152-48a8-b031-38b7bc17182e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 296700 ms
Total Talk Time (AGENT): 98384 ms
Total Talk Time (CUSTOMER): 120827 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/fea41193-1152-48a8-b031-38b7bc17182e_20250218T15:22_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, I'm [PII] calling from Pacific Rental Services to claim status. This call will be recorded for training and monitoring purposes. Can you please repeat your name?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, it's [PII], last initial [PII] and you said your name is [PII]?
[CUSTOMER][NEUTRAL] Yes, I'm [PII].
[AGENT][NEUTRAL] OK, and what's that policy number, please?
[CUSTOMER][NEUTRAL] Uh, the ID number 5 consecutive 02539231.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, the callback number [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Uh, the patient name, [PII], and the date of birth, [PII].
[AGENT][NEUTRAL] OK, thank you. And what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Data service, [PII] and the total bill amount $817 even.
[AGENT][NEUTRAL] You said $817?
[CUSTOMER][NEUTRAL] Yes, 817.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you. Give me one moment.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, don't show we received that claim. Can you verify the address the claim was submitted to?
[CUSTOMER][NEUTRAL] Uh, the address, [PII].
[AGENT][NEUTRAL] Uh, no, ma'am, that's incorrect. I can give you the correct mailing address and or fax number if you like.
[CUSTOMER][NEUTRAL] Uh yes. Can I get the mailing address?
[AGENT][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], uh spell what? [PII]
[CUSTOMER][NEUTRAL] Can you please spell it?
[CUSTOMER][NEUTRAL] Oh, yes.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] So the address is [PII], right?
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Oh, there's a city.
[AGENT][NEUTRAL] Yes, [PII]. Mhm.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Can I get the payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] And the pair name?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Uh, to pay your name.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I'm understanding what you're asking.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I mean the attention to.
[AGENT][NEUTRAL] Claims Department.
[CUSTOMER][NEUTRAL] Uh, Carrington PPO claims department, right?
[AGENT][NEUTRAL] No, APL, uh, claims department.
[CUSTOMER][NEUTRAL] APO
[AGENT][NEUTRAL] APL as in Lima.
[CUSTOMER][NEUTRAL] Oh, thank you so much. And for this one, can you please verify that the group number is 70087. Is it correct?
[AGENT][NEUTRAL] The group number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, give me a moment.
[AGENT][NEUTRAL] Uh, correct. 70087 is the group number.
[CUSTOMER][POSITIVE] Uh thank you so much. And patient address is [PII], right?
[AGENT][NEUTRAL] Uh, that's what I show in our system.
[CUSTOMER][POSITIVE] Uh, thank you so much.
[CUSTOMER][NEUTRAL] Oh, just a moment. Let me check here.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And may I know what the insurance name we should add uh in the claim form?
[AGENT][NEUTRAL] APL.
[CUSTOMER][POSITIVE] Thank you so much. And can I get the call reference number?
[AGENT][NEUTRAL] Uh, we don't give reference numbers. If you like, you may use my name in today's date. And is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] Uh, no, thank you so much for your assistance. Have a great day. Bye for now.
[AGENT][POSITIVE] Alright, you too. Thank you for calling APL bye.
[CUSTOMER][NEUTRAL] Mhm