AccountId: 011433970860
ContactId: 590e7c7c-6ab0-42e8-b5cc-e24667c96361
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179809 ms
Total Talk Time (AGENT): 82711 ms
Total Talk Time (CUSTOMER): 56185 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/590e7c7c-6ab0-42e8-b5cc-e24667c96361_20250210T16:11_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Temple University Hospital, and I'm just following up on it that was submitted for review.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh, it would be my pleasure to help you with that claim status, [PII], what is a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Sure, it looks like [PII], [PII].
[AGENT][POSITIVE] You know what, I'm so sorry. I forgot to ask a very important question. What's the policy number?
[CUSTOMER][NEUTRAL] Code is gonna be D as in dog 45400896.
[AGENT][NEUTRAL] That is actually not the APL policy. That's gonna be for 90 degree benefits. Do you have a policy number starting with a 0?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I do not.
[AGENT][NEUTRAL] Do you happen to have her social?
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] They have it, uh, they have it as [PII].
[AGENT][NEUTRAL] All right. [PII], you said?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right. Is this for dental or medical?
[CUSTOMER][NEUTRAL] Medical.
[AGENT][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] I'm checking for active medical coverage. Bear with me just one second.
[AGENT][NEUTRAL] Now she did have a medical policy with us, but it turned on 5-12-2024.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And that's for medical. Now that policy number you gave me is for her wellness and preventative through 93 benefits. I don't know if that policy is still active or not, but I can connect you to them to see if you'd like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Please.
[AGENT][POSITIVE] It would be my pleasure. Now, let me give you that phone number just in case.
[AGENT][NEUTRAL] Their phone number is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][POSITIVE] And to speak to them, you're gonna choose option one, but I'll be happy to to connect you with them, OK?
[CUSTOMER][POSITIVE] Thanks so much.
[AGENT][POSITIVE] You're very welcome, [PII]. Thank you for calling APL and one moment for the transfer.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you for calling. All agents are currently assisting other callers. Please remain on the line and your call will be answered by the next agent.
[CUSTOMER][POSITIVE] We appreciate your call.