AccountId: 011433970860
ContactId: 087539a7-f2ef-4a38-9894-309421cb68e5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 342380 ms
Total Talk Time (AGENT): 104099 ms
Total Talk Time (CUSTOMER): 61403 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/087539a7-f2ef-4a38-9894-309421cb68e5_20250416T20:51_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yeah, hi, my name is [PII], and I'm calling for provider Naray and please note this call will be monitored and recorded for the quality and training purposes, and I'm calling to obtain status on a claim.
[AGENT][NEUTRAL] All right, what did you say your name was again?
[CUSTOMER][NEUTRAL] My name is [PII] and last name initial is [PII].
[AGENT][NEUTRAL] OK, Mr. [PII].
[AGENT][NEUTRAL] Um, just in case we get disconnected, what's a good call back number for you?
[CUSTOMER][NEUTRAL] Callback number is [PII]. It's a direct line.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright and uh you're calling to check claim status you said?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right, I'd be happy to help you with that today. What is the policy number you're calling about?
[CUSTOMER][NEUTRAL] Sure, the first policy number is 016.
[CUSTOMER][NEUTRAL] 788-02 M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] Alright, give me just a moment, let me pull that policy up.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Can you verify the name and date of birth of your patient?
[CUSTOMER][NEUTRAL] Patient's first name is [PII], last name is [PII]. With the date of birth is [PII].
[AGENT][NEUTRAL] Alright, Mr. [PII], I've got the policy pulled up. I am gonna have to transfer you so that uh someone can assist you with the claim status. Is there anything else I could do for you before I transfer you?
[CUSTOMER][NEUTRAL] How can you spell your name for me?
[AGENT][NEUTRAL] It is [PII], last initial [PII]
[CUSTOMER][POSITIVE] Thank you so much and just transfer me.
[AGENT][POSITIVE] All right, Mr. [PII]. Well, thank you so much for calling APL. I hope you have a wonderful day. Hold on just a moment for me.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Mm mm mm.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, [PII], this is [PII] in customer service. How are you?
[CUSTOMER][POSITIVE] Good, how are you?
[AGENT][NEUTRAL] I'm good. I have uh [PII] on the phone. He is calling to check claim status on a patient.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, the policy number is 167.
[AGENT][NEUTRAL] 8802.
[AGENT][NEUTRAL] Patient is [PII].
[CUSTOMER][NEUTRAL] OK, who is that?
[AGENT][NEUTRAL] The insured. I did verify the name and date of birth.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And [PII]'s callback number?
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Its [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you so much you can send him through.
[AGENT][POSITIVE] All right, thank you so much, [PII]. Have a good day.
[CUSTOMER][POSITIVE] Thank you you too.
[CUSTOMER][NEUTRAL] Hello, this is [PII].