AccountId: 011433970860
ContactId: 1d286bbe-06ca-4c90-9745-b501006375a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 228179 ms
Total Talk Time (AGENT): 99927 ms
Total Talk Time (CUSTOMER): 56471 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/1d286bbe-06ca-4c90-9745-b501006375a6_20250218T15:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, are you able to help with claim status, uh, from the providers then?
[AGENT][NEUTRAL] Uh, now I will need to get the information and transfer you to our claims department, um, but yes ma'am, let me get that pulled up.
[AGENT][NEUTRAL] Hey, do you have the policy number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 02455568.
[AGENT][NEUTRAL] OK, thank you. And what is the insured's name?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Uh, the insured's name or the patient's name?
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] OK, thank you. And what is your name, ma'am?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And do you mind if I get a callback number from you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. [PII].
[AGENT][NEUTRAL] And um for [PII], can you give me his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the date of service please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you. um, now I will go ahead and get you transferred to someone and I'll go ahead and give them this information.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, yes ma'am. But Miss [PII], is there anything else I can do for you before I transfer you?
[CUSTOMER][NEUTRAL] No, that'll be all.
[AGENT][POSITIVE] OK. Well, thank you and thank you for calling APL and you have a good day.
[CUSTOMER][POSITIVE] You too thanks.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Sing
[CUSTOMER][NEUTRAL] This is [PII]. May I help you?
[AGENT][NEUTRAL] Hey, this is [PII]. I have a provider's office on the line checking claim status.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, the policy number is 2455568.
[CUSTOMER][NEUTRAL] And do they have a callback number?
[AGENT][NEUTRAL] [PII]. And her name is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And she is calling on um Lucas Scarfoam on this policy.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And I verified her date of birth, the, I mean, the date of birth for Lucas, uh [PII]. Um and she gave me a date of service of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right. All right. Here she comes. Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. I'm calling regarding a claim.
[CUSTOMER][NEUTRAL] OK, and she told me it was for data service 8924 on Lucas Scar one.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And what was the procedure code for that?
[CUSTOMER][NEUTRAL] 97153.