AccountId: 011433970860
ContactId: 48446292-262c-41ca-b768-7fedb62806cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182589 ms
Total Talk Time (AGENT): 53411 ms
Total Talk Time (CUSTOMER): 87336 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/48446292-262c-41ca-b768-7fedb62806cc_20250114T20:14_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], my name is [PII] and I'm calling from the Ohio State University Hospital. I'm just calling to check on a claim for a patient to make sure that you've received it.
[AGENT][NEUTRAL] OK [PII], can I get a good callback number?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] OK, thank you [PII], can I get the policy number?
[CUSTOMER][NEUTRAL] Yes, it is 023884888.
[AGENT][NEUTRAL] OK, thank you [PII], can you confirm the insured's name and date of birth for me?
[CUSTOMER][NEUTRAL] [PII], mm I don't, [PII] and date of birth is [PII] and BI maybe.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I would not even attempt it, so you did better than I would.
[AGENT][NEUTRAL] Um, you said you're calling to check on a claim?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I can definitely take a look. What's that data service and build them out?
[CUSTOMER][NEUTRAL] It is [PII] build amount, um, it looks like $5,244.30.
[AGENT][NEUTRAL] You said [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let's see.
[AGENT][NEGATIVE] It does not look like we've received this claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there a better way to send it like I'm not sure if we send it electronic or not. I guess I could look that up real quick here that would be helpful I'm sure.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] That way I know whether it's better to mail it, that's OK.
[AGENT][POSITIVE] I'm, I'm sorry.
[CUSTOMER][NEUTRAL] To mail it versus.
[CUSTOMER][NEUTRAL] Maybe electronic it didn't make it or something.
[CUSTOMER][NEUTRAL] Well.
[AGENT][NEUTRAL] OK, I can give you the mailing and fax number.
[CUSTOMER][NEUTRAL] OK, so fax would work as well, OK.
[AGENT][NEUTRAL] Let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready any time.
[AGENT][NEUTRAL] OK, so the fax number is 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][POSITIVE] OK. I'm just gonna go with that one. I feel like that is always the best bet.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK great and then do you have a reference or would I just use your name in today's date?
[AGENT][NEUTRAL] It's my name [PII] with the first initial to my last name [PII], and today's date. Is there anything else I can take a look at for you?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] I think I'm all set. I appreciate your help you have a great rest of your day.
[AGENT][NEUTRAL] OK, well thanks for calling APL and you do the same.
[CUSTOMER][POSITIVE] Thank you. Mm bye-bye.
[AGENT][NEUTRAL] Alright bye bye.