AccountId: 011433970860
ContactId: 4e546134-75ae-4ec3-b7fb-59bed8f15576
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175240 ms
Total Talk Time (AGENT): 87238 ms
Total Talk Time (CUSTOMER): 64072 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/4e546134-75ae-4ec3-b7fb-59bed8f15576_20250324T18:28_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, good afternoon. I'm sorry, what is your name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. How are you?
[AGENT][POSITIVE] I'm great today, [PII]. How about you?
[CUSTOMER][POSITIVE] I'm doing great, thank you. I need to check status on a claim please.
[AGENT][POSITIVE] Alright, [PII], I'll be glad to help you. Go ahead and give me a good policy number, please.
[CUSTOMER][NEUTRAL] Um, yes, member's policy is 01659528 ML 7.
[AGENT][POSITIVE] Alrighty, [PII], thank you so much for all of that information. Now while I'm pulling this up, go ahead and give me a good return telephone call number, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, [PII], thanks for that, all that information. Now your patient's name and date of birth today, please, ma'am.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] This is on [PII], date of birth [PII].
[AGENT][NEUTRAL] It looks like Avery is dependent on this medical supplemental plan, and you did say you want to check status of a claim. Is that correct, [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] That service, please, ma'am.
[CUSTOMER][NEUTRAL] Data service is 12424 and the amount of $530.
[AGENT][NEUTRAL] And where is your bill from, [PII]?
[CUSTOMER][NEUTRAL] Baptist Outpatient Services.
[AGENT][NEUTRAL] Alrighty, give me just a moment. Let me do some research. Let's see what I can find.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But I don't see anything for that service 24 2024 here at all process so let me go and see if we have anything here in line.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] No ma'am, we do not have your claim at all. So [PII], let's find out where you're mailing that claim to. How are you getting it to APL?
[CUSTOMER][NEUTRAL] Uh-huh, OK.
[CUSTOMER][NEUTRAL] Um, they would have been faxing it to um [PII].
[AGENT][NEUTRAL] Yes, ma'am. That is the correct fax number. How long ago did you fax it?
[CUSTOMER][NEUTRAL] Um, it shows on back on [PII].
[AGENT][NEUTRAL] Oh OK, no, ma'am, we should have already gotten that so I'll suggest either refax it or remail it, put it in the mail either way, but yes ma'am, looks like we did not get that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'll fax it now.
[AGENT][NEUTRAL] OK, was that all I can help you with today, [PII]?
[CUSTOMER][POSITIVE] That was, that was all I say. Thank you so much and you have a wonderful rest of the day.
[AGENT][POSITIVE] Well, you as well, [PII], and thank you so much for calling APL tata.
[CUSTOMER][NEUTRAL] You too bye bye.