AccountId: 011433970860
ContactId: 582a95dd-f161-41ff-ac20-a7fe5b0d00e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173440 ms
Total Talk Time (AGENT): 49063 ms
Total Talk Time (CUSTOMER): 91325 ms
Interruptions: 2
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/582a95dd-f161-41ff-ac20-a7fe5b0d00e1_20250519T17:11_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] with Texas Oncology. I want to check on the status of some claims.
[AGENT][POSITIVE] I'd be happy to assist with claims today [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII] direct.
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] That is going to be
[CUSTOMER][NEUTRAL] 01868778
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that information, and what's the date of service for the first claim?
[CUSTOMER][NEUTRAL] [PII] for $368.
[AGENT][NEUTRAL] I'm not sure we have that claim on file.
[CUSTOMER][NEUTRAL] OK. Can you confirm what the address is to mail this?
[AGENT][NEUTRAL] [PII] and that's in [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Hold on just a second.
[CUSTOMER][NEUTRAL] Sorry about that. My allergies are really bothering me today and I didn't want to cough in your ear.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] You said that [PII]?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, I will update that in our system and get this mailed out tomorrow.
[AGENT][NEUTRAL] Alright, was there anything else I can assist with today? Oh, you said you had more claims. I'm sorry.
[CUSTOMER][NEUTRAL] Oh that's OK
[CUSTOMER][NEUTRAL] No, that is.
[CUSTOMER][NEUTRAL] Well, no, they're, you're not gonna have any of them because we're sending them to to a very old address I think.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah, they're going to a a [PII] address, which is what was on her her.
[AGENT][NEUTRAL] Oh, [PII]. Yeah.
[CUSTOMER][NEUTRAL] Yeah, she's never given us an updated card copy, um, so therefore we didn't know you guys had a different address.
[AGENT][NEUTRAL] Oh, OK, I understand.
[CUSTOMER][POSITIVE] But yeah, so I'll just get them all fixed and just mailed out uh tomorrow.
[AGENT][POSITIVE] Alright, well thank you for choosing first um no wrong job APL.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.
[CUSTOMER][POSITIVE] Thank you so much and you have a good day.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.