AccountId: 011433970860
ContactId: 2cfb34c2-c8c7-46b7-ab4f-05472df6ab66
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146770 ms
Total Talk Time (AGENT): 52424 ms
Total Talk Time (CUSTOMER): 63462 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/2cfb34c2-c8c7-46b7-ab4f-05472df6ab66_20241231T17:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII] calling from Doctor [PII]'s office.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And I was just calling to see if you received a claim on a patient.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with claim status. Um, first, could I get a good callback number?
[CUSTOMER][NEUTRAL] Uh-huh, [PII].
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEUTRAL] And what was your name again? I'm sorry.
[AGENT][NEUTRAL] Um, it's [PII]. Um it's spelled [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And could I get the policy number, please?
[CUSTOMER][NEUTRAL] Uh huh, it is 934379803.
[AGENT][NEUTRAL] Is that the policy number?
[CUSTOMER][NEUTRAL] Uh-huh, that's the member ID number.
[AGENT][NEUTRAL] OK, that's not one of our member IDs. That's too many digits. Um, I can look them up by the social.
[CUSTOMER][NEUTRAL] OK, and I have his name too and date of birth.
[AGENT][NEUTRAL] OK, I could try name and date of birth. What's the last name?
[CUSTOMER][NEUTRAL] Um, [PII], the first name [PII].
[CUSTOMER][NEUTRAL] Afternoon like [PII] is around that time.
[AGENT][NEUTRAL] And one moment, I'm waiting on the system.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Did another doctor recommend an implant or you just wanna.
[AGENT][NEUTRAL] And please verify his date of birth.
[CUSTOMER][NEUTRAL] Uh-huh, [PII].
[AGENT][NEUTRAL] OK, I found him in our system. Would you like his policy number?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] His policy number is 013.
[AGENT][NEUTRAL] 03312.
[CUSTOMER][NEUTRAL] OK, so I need to put that in for his member ID.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so you hadn't received a claim from him on data service 11-13-2024.
[AGENT][NEUTRAL] Right, I'm not showing any claims on file for him.
[CUSTOMER][NEUTRAL] OK, alright, so we'll resend that claim.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] Um, that's it. I appreciate it.
[AGENT][POSITIVE] OK. Thank you, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] You too thank you bye bye.