AccountId: 011433970860
ContactId: 184a7685-ab10-468e-aeb5-d245f6811608
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125290 ms
Total Talk Time (AGENT): 65530 ms
Total Talk Time (CUSTOMER): 35603 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/184a7685-ab10-468e-aeb5-d245f6811608_20250304T21:38_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] with Alpine Dermatology Clinic. I was just calling to see if a, um, if a claim came through to you guys and was processed.
[AGENT][POSITIVE] OK, [PII] I'd be glad to help you. Go on and give me a good policy number, please.
[CUSTOMER][NEUTRAL] Policy number is 01450294.
[AGENT][NEUTRAL] Alrighty, [PII], thank you for that information. Now while I'm pulling this up, go ahead and give me a good return telephone account number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alrighty, thank you for that. Now, what is your patient's name and date of birth today please, ma'am?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][NEUTRAL] Alrighty [PII], thank you for that information. Now it looks like [PII] is a dependent spouse on this medical supplemental plan. Now you did say you want to check status of a claim, is that correct?
[CUSTOMER][NEUTRAL] 1
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Data service.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] All right, Lord, give me just a moment. Let me do some checking for you, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] How much is your bill for? Is it for an office visit?
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][NEUTRAL] Yes, ma'am. Yes ma'am. We have received your claim in twice, but this medical supplemental plan terminated here on [PII].
[CUSTOMER][POSITIVE] OK perfect I will go ahead and document that.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yes, ma'am. Was that all I can help you with today, [PII]?
[CUSTOMER][POSITIVE] That's it. Thank you so much.
[AGENT][POSITIVE] All right. Yes, ma'am, and thank you for calling APLR. Have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you, ma'am. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah