AccountId: 011433970860
ContactId: 10257a7c-60f1-42cf-9eb8-fd14f5e4363d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189330 ms
Total Talk Time (AGENT): 89138 ms
Total Talk Time (CUSTOMER): 71466 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/10257a7c-60f1-42cf-9eb8-fd14f5e4363d_20250127T16:18_UTC.wav
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[AGENT][POSITIVE] Thanks for calling. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Hey [PII], this is [PII]. How are you doing? Happy Monday.
[AGENT][POSITIVE] Hey, [PII]. I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm doing well thank you. I have a provider on the line. She was calling for claim status. We were denying for primary EOB and she said it was sent in with the claim. Can you check that?
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] 227-7916
[CUSTOMER][NEUTRAL] For [PII].
[AGENT][NEUTRAL] And which client is she calling about?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] 3542736 and I do have a callback number if you'd like.
[AGENT][NEUTRAL] The [PII].
[CUSTOMER][NEUTRAL] Well, actually, she gave me a different phone number.
[AGENT][NEUTRAL] What's the number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you and you said this is the member?
[CUSTOMER][NEUTRAL] And this is a provider [PII].
[AGENT][POSITIVE] OK, you can send her over [PII]. Thank you.
[CUSTOMER][POSITIVE] OK. Thank you, [PII]. Let me get her on the line. You have a wonderful day.
[AGENT][POSITIVE] You do just fine, thank you.
[CUSTOMER][POSITIVE] Good to see you tomorrow.
[AGENT][NEUTRAL] Yes, ma'am. I sure would see.
[CUSTOMER][POSITIVE] All right. All right. Good deal. Take care. One moment.
[AGENT][NEUTRAL] You too.
[AGENT][NEUTRAL] Hey [PII], how you doing?
[AGENT][NEUTRAL] [PII], sorry. Hello, [PII]?
[CUSTOMER][NEUTRAL] Yes, I'm here.
[AGENT][NEUTRAL] How you doing? My name is [PII], and I'll be assisting you. You're calling in regards to claim for data service [PII].
[CUSTOMER][NEUTRAL] Correct, um, no, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I don't know why.
[AGENT][NEUTRAL] ELB was requested the EB attached.
[AGENT][NEUTRAL] Everything matches. I'm not sure. I'm gonna send this over to the adjuster so that they can review it and reprocess the claim and send a payment out for you. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Can I get the claim number please?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 3542736. That's 3542736. And I apologize, could you provide me with your name again?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] Because I will change your name in a minute, [PII].
[CUSTOMER][NEUTRAL] And then just a call reference number when you have it.
[AGENT][NEUTRAL] Alright, it's
[AGENT][NEUTRAL] We don't provide those.
[AGENT][NEUTRAL] Unfortunately, but you can use my name in today's date as a reference, of course it's [PII], in today's date.
[CUSTOMER][NEUTRAL] OK, just your name, can you spell your name for me?
[CUSTOMER][NEUTRAL] That's how I spelled it, yeah, OK.
[CUSTOMER][POSITIVE] All right well thank you so much I appreciate it.
[AGENT][NEUTRAL] You're welcome. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] No, that will be it. Thank you so much.
[AGENT][NEUTRAL] So this time will be processed today and a check will be sent out.
[CUSTOMER][POSITIVE] OK. Thank you so much. Have a good one.
[AGENT][POSITIVE] Thanks
[AGENT][POSITIVE] You're welcome. Thanks for calling APL and have a great day, [PII]. Goodbye.
[CUSTOMER][NEUTRAL] You too bye bye.