AccountId: 011433970860
ContactId: 11f0bd0b-0187-4bea-b716-b9b6de0cc30c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 253220 ms
Total Talk Time (AGENT): 102619 ms
Total Talk Time (CUSTOMER): 84737 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/11f0bd0b-0187-4bea-b716-b9b6de0cc30c_20250217T18:34_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, I'm trying to call to get a status on a claim.
[AGENT][NEUTRAL] OK, yes, no, I can help you with that. Now, are you calling from the provider's office or the group?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, do you happen to have that policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, give me one second. I just ran up the steps to get a drink of water.
[AGENT][NEUTRAL] OK, yes ma'am.
[CUSTOMER][POSITIVE] You answered faster than I thought. All right, let's see.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright, so on his card I got 02370305 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] OK, thank you. OK, and what is your name, ma'am?
[CUSTOMER][NEUTRAL] [PII] last initial is [PII], and I'm sorry, what was your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Thank you [PII].
[AGENT][NEUTRAL] You're welcome, and can I get a callback number from you?
[CUSTOMER][POSITIVE] [PII] and that's correct.
[AGENT][POSITIVE] OK, thank you. I appreciate that. Um, now what is the insured's name?
[CUSTOMER][NEUTRAL] The patient's name is [PII].
[AGENT][NEUTRAL] And can you verify his date of birth for me?
[CUSTOMER][NEUTRAL] It is [PII] I'm sorry [PII].
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] OK thank you let's see and what is the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. um, now I will need to transfer you to our claims department to get an update on that um but I will let them know that we have verified the information and they can um get you details, OK? But is there anything I can do before I transfer you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Nope that was it thank you.
[AGENT][POSITIVE] OK, thank you, [PII]. You have a good day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you you too.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] Oh come on.
[CUSTOMER][NEUTRAL] Bringing.
[CUSTOMER][NEUTRAL] Mo
[AGENT][NEUTRAL] Hey, this is [PII] in customer service. I have a provider's office on the line checking um uh claim status.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's the policy number is 237-0305.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and this lady on the phone, her name is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you want her callback number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] In which part?
[AGENT][NEUTRAL] 2, and um she verified his uh date of birth, and she said the date of service was [PII].
[CUSTOMER][NEUTRAL] 2.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I got it.
[AGENT][POSITIVE] All right, here she comes. Thank you.
[CUSTOMER][POSITIVE] Thanks, [PII].
[CUSTOMER][POSITIVE] Appreciate it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, bye.
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][POSITIVE] Hi [PII], this is [PII]. I'll be happy to assist you with the claim status. How are you today? Hi.
[CUSTOMER][NEUTRAL] I'm good. How are you? I'm good, thanks for asking. May I have the total bill amount for data service 10-2324?
[CUSTOMER][NEUTRAL] Alrighty here of course the account closed on me. Let me find you again.
[CUSTOMER][NEUTRAL] Um, where did it go?
[CUSTOMER][NEUTRAL] Hang on one second, I don't know where.