AccountId: 011433970860
ContactId: 14c575a0-6529-478e-a794-47526946da74
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 253350 ms
Total Talk Time (AGENT): 83461 ms
Total Talk Time (CUSTOMER): 98653 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/14c575a0-6529-478e-a794-47526946da74_20250211T15:37_UTC.wav
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[AGENT][NEUTRAL] Mo
[CUSTOMER][POSITIVE] Hi, [PII]. This is [PII] with her uh oh goodness, with customer service. How are you today?
[AGENT][POSITIVE] I'm great. How are you?
[CUSTOMER][NEUTRAL] I'm good so I'm not sure if I need to be sending this call to y'all or the claim support queue.
[CUSTOMER][NEUTRAL] Do you know, are y'all still getting claims questions for Medlink?
[AGENT][NEUTRAL] They're not escalations, are they?
[CUSTOMER][NEUTRAL] No, um, she's just calling to uh verify status on a claim.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, I can get her.
[CUSTOMER][NEUTRAL] OK, I, I was like, wait a minute, I don't know if I'm supposed to send the meddling queue or the claims queue. OK, um, so the policy number is 1755343.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the claim is for P2.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] and the caller's name is [PII] from Oxford Diagnostic Center. Her callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. I am ready.
[CUSTOMER][POSITIVE] All right here she comes. Thank you so much.
[AGENT][POSITIVE] Thank you. Have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Good morning, [PII]. My name is [PII] and I'll be happy to assist you with the claim status. How are you today?
[CUSTOMER][POSITIVE] Yeah, I'm doing good. How about you?
[AGENT][POSITIVE] May I have, I am great, thanks for asking. May I have a date of service?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] And total bill amount?
[CUSTOMER][NEUTRAL] $4,026 even.
[AGENT][NEUTRAL] Thank you for future reference, you may visit our website at [PII] to check claim status as well. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This processed under claim number?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 3188312.
[AGENT][NEUTRAL] And it looks like it applied $132.46 to the deductible.
[AGENT][NEUTRAL] This
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This claim processed on.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Just waiting on it to load, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 99 2022.
[CUSTOMER][NEUTRAL] OK, and could you please fax me this copy of EOB.
[AGENT][NEUTRAL] Yes, may I have your fax number?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] I have [PII]. I'll fax this right over.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Uh, could you please tell your name?
[AGENT][NEUTRAL] Yes, it's [PII] Last initial is [PII] along with today's date.
[CUSTOMER][NEUTRAL] OK, the call reference number.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK. Thank you so much for your assistance.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life, [PII]. Have a great day. Bye-bye. I'll fax this right over. Thank you.
[CUSTOMER][POSITIVE] You too have a good day.
[CUSTOMER][POSITIVE] Yeah, thank you. Bye-bye.