AccountId: 011433970860
ContactId: 0a98d120-6f68-4bd7-8f8f-72c7f5a29c20
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 453850 ms
Total Talk Time (AGENT): 236442 ms
Total Talk Time (CUSTOMER): 128113 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/0a98d120-6f68-4bd7-8f8f-72c7f5a29c20_20250428T17:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. This is [PII] calling from the provider's office to check on a claim status. Could you please assist me?
[AGENT][NEUTRAL] I can. Can I have your name again?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm sorry, can you say it one more time?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. Are you saying [PII]?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, thank you, [PII]. All right, do you have a policy number for me?
[CUSTOMER][NEUTRAL] Sure. 02369839 M as in Mike, L as in Lima 8.
[AGENT][NEUTRAL] Thank you. Give me just a moment please, and you're calling for claim status, is that correct?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Yes, perfect.
[AGENT][POSITIVE] Alright wonderful.
[AGENT][NEUTRAL] And what is the name of the patient?
[CUSTOMER][NEUTRAL] And what is
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It's [PII], last name [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] And the last name again.
[CUSTOMER][NEUTRAL] It's spells as [PII]
[AGENT][NEUTRAL] Uh, well, she must have got the name changed. OK.
[AGENT][NEUTRAL] Let's see, do you have an address for [PII]?
[AGENT][NEUTRAL] Oh, now I do see the cone, yeah, when I change screens. OK. Do you have a um an address please, ma'am?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Sure, uh, uh, I just want to verify. I'm so sorry. It's [PII], right?
[AGENT][NEUTRAL] Do what?
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] The address, it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Wonderful, thank you.
[AGENT][NEUTRAL] OK, and last question, do you have a date of service for us?
[CUSTOMER][POSITIVE] Yes I do yeah.
[CUSTOMER][NEUTRAL] It's [PII] for.
[CUSTOMER][NEUTRAL] $37 even.
[AGENT][NEUTRAL] OK, thank you. That was [PII].
[AGENT][NEUTRAL] [PII], I'm sorry, let me start [PII]. Alright, thank you. Let's see what we have here.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, let me give you a different policy number that that date would have fallen under.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, so her new policy number that would cover the [PII] date is 02.
[AGENT][NEUTRAL] 51.
[AGENT][NEUTRAL] 882.
[AGENT][NEUTRAL] 72.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] You read that you did hear my 8, right? 8272 for the last four digits because my voice cut out.
[CUSTOMER][NEUTRAL] Yeah, 8272. I do have that.
[AGENT][POSITIVE] Wonderful. OK, alright, so what I'm going to do now, uh, Ms. [PII], is I'll place you through to um.
[AGENT][NEUTRAL] To our department that can actually see the claims. I don't have ability to see the claims we'll put you through to them and they can assist you further, OK?
[AGENT][NEUTRAL] You won't have to verify anything again. All right, I'll let them know we have verified all your information. And before I transfer you, is there anything else I can help you with before I transfer you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, actually, I just want to get the contact number before you transfer me.
[AGENT][NEUTRAL] The contact number for APL?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, that is one.
[CUSTOMER][NEUTRAL] No, the department which you're going to transfer.
[AGENT][NEUTRAL] Oh, I don't have that number. You just have to click on like uh on the queue when you call, it'll give you different departments you can click on, and I believe it's called ATLA, C A R E.
[CUSTOMER][NEUTRAL] OK, I understand.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, could you please transfer me there. Thank you so much. Have a great day. Bye bye.
[AGENT][POSITIVE] Yes, ma'am, I sure will. You too. Thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[AGENT][NEUTRAL] Hello, Miss [PII]. This is [PII]. How are you, dear?
[CUSTOMER][POSITIVE] Hey, [PII], I'm good. How are you doing?
[AGENT][POSITIVE] Good. I'm good, thank you. All this shouldn't be chaos.
[AGENT][NEUTRAL] This is just a provider. Well, you know, verification. Let me give you the number. It is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Somebody must have been updating her name the minute they call she called because this show pulled in a different last name at first. And I changed screens, the uh the other name came so I was like, wow.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and the [PII], that's their number?
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Yeah, you caught me off guard, honey. I'm sorry, I was over here switching screens. [PII], yes.
[AGENT][NEUTRAL] And um did I give you the policy number yet?
[CUSTOMER][NEUTRAL] Hold on one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] No, you're fine, dear.
[AGENT][POSITIVE] You are perfectly fine.
[AGENT][NEGATIVE] I know y'all hang up and get another call. I'm not even finished with your notes probably.
[AGENT][NEUTRAL] That'll happen to us over here, especially before we gotA team.
[CUSTOMER][NEUTRAL] Oh my goodness, this is, sorry, [PII]. OK, I'm gonna let that go. Anyway, what, what does your patient name? I'm sorry, they're talking in the chat.
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] Oh, OK. It is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] is what she says her name is, but I thought she said Jews, when she spelled it, it's [PII]. She's calling on uh claim status, that the service is 1210 $24 and the amount of $37.
[CUSTOMER][NEUTRAL] And what do they mean?
[CUSTOMER][NEUTRAL] You said 900 and how much?
[AGENT][NEUTRAL] What was 900.
[CUSTOMER][NEUTRAL] No, I didn't hear what you said the.
[AGENT][NEUTRAL] The oh data service is [PII]. The amount is $37.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 37. OK, so they just need claim status?
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] All right, you're ready?
[CUSTOMER][POSITIVE] Yep, I'm ready.
[AGENT][POSITIVE] All right. Thank you, dear. Have a good day, Ms. [PII].