AccountId: 011433970860
ContactId: 1d9dd715-1fbc-4b15-9932-128714ac00d1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210339 ms
Total Talk Time (AGENT): 101459 ms
Total Talk Time (CUSTOMER): 66092 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/1d9dd715-1fbc-4b15-9932-128714ac00d1_20250317T22:03_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I am calling to speak with the claims department.
[AGENT][NEUTRAL] Alright [PII], I can definitely get you assistance with the claim department um but before we proceed, is it possible to get a callback number in the event that we get disconnected please?
[CUSTOMER][NEUTRAL] Absolutely it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]. I'm just calling to check claim status on a few claims.
[AGENT][NEUTRAL] And it's on multiple um insured or the same insured, Ms.
[CUSTOMER][NEUTRAL] Um, same, same patient.
[AGENT][NEUTRAL] OK, do you have the policy number so I can at least provide a reference information to him?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, yeah, it is, um, it looks like it's 02.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 47.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 87.
[CUSTOMER][NEUTRAL] 26.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Looks like the letters ML.
[CUSTOMER][NEUTRAL] And then 8.
[AGENT][NEUTRAL] Thank you for that. And can you also verify the patient's full name and date of birth, please?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for that. And are you also able to verify their mailing address?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] ZIP code is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you so much for that, [PII]. I'm gonna place you on a brief hold while I get you further assistance with our claims department. They'll be able to assist you further with the details of the claims as where we're at with them, um, and also what the turnaround would be. Is it OK if I transfer you for further assistance on that?
[CUSTOMER][POSITIVE] Yes, thank you so much.
[AGENT][POSITIVE] No problem at all thank you as well before I transfer you, is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Nope, that was all.
[AGENT][NEUTRAL] Thank you, [PII]. I'm gonna make sure I get someone before I release you and let them know that you've been verified so you won't have to repeat all the information over, all right?
[CUSTOMER][POSITIVE] Great sounds good have a great day.
[AGENT][POSITIVE] Thank you for calling APL. You have a wonderful day as well on hold please.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[AGENT][NEUTRAL] I've got a provider on the back line that's wanting to verify, um, claim status on the insured's policy.
[CUSTOMER][NEUTRAL] OK, and what's that policy number?
[AGENT][NEUTRAL] 247-872-6. Joanne is the insured and everything's been verified.
[AGENT][NEUTRAL] The provider's name is [PII].
[AGENT][NEUTRAL] And let me know when you're ready for the callback number.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] Callback number is [PII].
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] All right, thank you, and here she goes, have a good day.