AccountId: 011433970860
ContactId: ff933642-58b7-4c8b-8952-e2f64d6842f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137479 ms
Total Talk Time (AGENT): 46711 ms
Total Talk Time (CUSTOMER): 38448 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/ff933642-58b7-4c8b-8952-e2f64d6842f2_20250606T15:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], I need to check on a claim, please.
[AGENT][NEUTRAL] OK, I can help you with claim status. Do you have a good callback number? And can I get your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Are you with the provider's office?
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] OK, and you have the policy number for the patient insurance?
[CUSTOMER][NEUTRAL] Yes, the policy number is.
[CUSTOMER][NEUTRAL] 02521709
[AGENT][NEUTRAL] And patient name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] She
[AGENT][NEUTRAL] And what were the date of service and bill charges?
[CUSTOMER][NEUTRAL] It is [PII], and it looks like $24.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Uh, looks like it was received on [PII], uh, process 51.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, looks like we need a copy of the primary explanation of benefits.
[CUSTOMER][NEUTRAL] OK. Um, is there a fax number I can fax this in to?
[AGENT][NEUTRAL] Uh yes, it's [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 942 [PII].
[CUSTOMER][NEUTRAL] All right, I'll get that in. Can I have a reference number?
[AGENT][NEUTRAL] A reference number is my name, [PII], first initial to last name [PII], and today's date, and anything else I can help with today?
[CUSTOMER][NEUTRAL] That is it.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a good weekend.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you, bye bye.