AccountId: 011433970860
ContactId: 59063481-2123-4061-b096-d2ea07238037
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 411149 ms
Total Talk Time (AGENT): 155172 ms
Total Talk Time (CUSTOMER): 93971 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/59063481-2123-4061-b096-d2ea07238037_20250430T19:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello [PII]. Good afternoon. This is [PII]. Last name initial is [PII] for Delta calling from LabCorp over a recorded line for training and quality purposes, and I am calling to confirm if you received the claim that we submitted for 3 of our mutual patients. Can you help me with this, please?
[AGENT][NEUTRAL] Um, sure, I can take the policy information and transfer you to the claims department so they can assist you further. Would that work?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, what is the policy number?
[CUSTOMER][NEUTRAL] For the first number, it is 02465458.
[AGENT][NEUTRAL] Alright, allow me just a second to pull it up.
[AGENT][NEUTRAL] And what is the name and date of birth for the patient?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] All right, thank you very much.
[AGENT][NEUTRAL] And you have a second um inpatient?
[CUSTOMER][NEUTRAL] Um, yes, ma'am, um.
[CUSTOMER][NEUTRAL] ID number is 023.
[CUSTOMER][NEUTRAL] 893-9997
[AGENT][NEUTRAL] Alright, and give me just a second while I pull it up.
[AGENT][NEUTRAL] And what would be the um name and date of birth for the patient?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] All right, thank you very much. And you said your name is [PII]?
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][NEUTRAL] All right. All right, I will go ahead and transfer you to the claims department so they can provide you with the um status for them, right?
[CUSTOMER][NEUTRAL] Um, Ms. [PII], I do have another patient to inquire.
[AGENT][NEUTRAL] Oh, all right. Go ahead.
[CUSTOMER][NEUTRAL] ID number is 01631918.
[AGENT][NEUTRAL] Alright, I'm gonna repeat it to make sure I have it correct. 01631998.
[CUSTOMER][NEUTRAL] 18.
[AGENT][NEUTRAL] 18
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the name for the um this insured?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And lastly, her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you very much. And do we have another patient or um is she the last one?
[CUSTOMER][NEUTRAL] Um, no, ma'am, may I have your last initial and the reference number for our call before you transfer me?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Um, sorry, we don't uh we don't have reference number for them, for those.
[AGENT][NEUTRAL] Um, but I will be connecting you directly to someone. If the agent happens to not be available, uh, I can, um, definitely take a callback number for them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, our callback number will be [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, [PII], the last four digits.
[AGENT][POSITIVE] All right. Thank you very much.
[AGENT][NEUTRAL] All right. I'm gonna go ahead and place you on a brief hold while I connect you with the um claims department.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]
[AGENT][NEUTRAL] Hello, good afternoon, [PII]. This is [PII] in customer service. I have Ms. [PII] on the line, um, with the provider's office checking on if we have received the claims for 3 different policies.
[CUSTOMER][NEUTRAL] OK. Um, what's the caller's name?
[AGENT][NEUTRAL] Um, trav
[CUSTOMER][NEUTRAL] And his callback number?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm, and the callback number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. Do you have the first policy number?
[AGENT][NEUTRAL] Yes, I do have um all three of them and they all have um she already gave me the names and date of birth for them. First one is 163.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 19.
[AGENT][NEUTRAL] 18
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, the other one is 238.
[AGENT][NEUTRAL] 93997.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the last and the last one is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] [PII].
[CUSTOMER][POSITIVE] OK, you can send him over. Thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You are. Mhm.