AccountId: 011433970860
ContactId: 04ff55c8-dff8-40b8-ab52-1ab242ada4ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196250 ms
Total Talk Time (AGENT): 60426 ms
Total Talk Time (CUSTOMER): 81112 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/04ff55c8-dff8-40b8-ab52-1ab242ada4ce_20250429T12:18_UTC.wav
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[AGENT][NEUTRAL] Morning, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning. You guys are up nice and early. My name is [PII], and I'm calling with World Insurance, uh, the broker's office, and I wanted to follow up on a member's claim, uh, that looks like nothing was paid out.
[CUSTOMER][NEUTRAL] And I just wanna um.
[CUSTOMER][NEUTRAL] To follow up on that.
[AGENT][NEUTRAL] OK, so you're just following up on a claim for Midlink?
[CUSTOMER][NEUTRAL] Yeah, yeah, they give me a whole bunch of claims to sort through for them, so, um, this is one of them. Uh, let me pull up that you.
[AGENT][NEUTRAL] OK, what group is this for?
[CUSTOMER][NEUTRAL] This is for Goldman Properties and I can get you that policy number.
[CUSTOMER][NEUTRAL] Well then.
[CUSTOMER][NEUTRAL] That number is the group number.
[AGENT][NEUTRAL] It's 26607.
[CUSTOMER][NEUTRAL] Yeah, 266-07.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, and what's the last name of the person who's filed the claim?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, I'm sure there's a few.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I know there's one that's waiting on full the complete EOB because not everything was submitted, but this is in particular for data service [PII].
[AGENT][NEUTRAL] OK, and do you have the last 4 of his social?
[CUSTOMER][NEUTRAL] I do that number is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and date of birth?
[CUSTOMER][NEUTRAL] Date of birth is one moment.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK [PII], let me get you over to our claims department and they'll be able to help you out, OK?
[CUSTOMER][POSITIVE] OK, got it thank you so much.
[AGENT][NEUTRAL] No problem, is there anything else I can do for you before I transfer you over?
[CUSTOMER][POSITIVE] No, that'll be it have a wonderful day.
[AGENT][NEUTRAL] All right, you too, just one moment please.
[CUSTOMER][POSITIVE] Thanks. Mhm.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi Ay, it's [PII]. I'm transferring [PII] with the broker's office. She has some questions concerning [PII].
[AGENT][NEUTRAL] And his policy number.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's 02517410.
[AGENT][NEUTRAL] The date of service [PII].
[AGENT][NEUTRAL] I did verify the last, yes, um, I did verify the date of birth and the last four of his social.
[CUSTOMER][NEUTRAL] And [PII] is the patient?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, you can send her over.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][POSITIVE] Mhm thank you.