AccountId: 011433970860
ContactId: 5a08939b-5d07-4a09-8044-84e4b3fe2fc4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 260178 ms
Total Talk Time (AGENT): 68434 ms
Total Talk Time (CUSTOMER): 94049 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/5a08939b-5d07-4a09-8044-84e4b3fe2fc4_20250529T14:34_UTC.wav
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[AGENT][NEUTRAL] This is [PII].
[CUSTOMER][NEUTRAL] Hi this is [PII] from Broker Resources. How are you doing?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm good um I have a broker's assistant on the line and she's calling in regards to a claim status.
[AGENT][NEUTRAL] OK. And what's the policy number?
[CUSTOMER][NEUTRAL] It's gonna be 142-0381.
[AGENT][NEUTRAL] OK, for Bessex.
[AGENT][NEUTRAL] I think that's how you pronounce it. OK. And
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, I'm, I'm not sure.
[AGENT][NEUTRAL] And her name?
[CUSTOMER][NEUTRAL] Her name is [PII].
[AGENT][NEUTRAL] OK, I have the policy pulled up. You can send her over.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] And are you still there?
[CUSTOMER][POSITIVE] Yeah, I'm still here with you. OK, perfect. I have someone from our claims department that can help you out with that policy OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you. Hello, [PII]. This is [PII] in the claims department. Um, could you please verify the patient's name and date of birth?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hi, yeah, just a moment please.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Hi, I'm so sorry about that.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Um, yeah, the patient, should I give you the name?
[AGENT][NEUTRAL] Yes, ma'am. The name and date of birth.
[CUSTOMER][NEUTRAL] OK, it's [PII], sorry, last name, I'm gonna spell it [PII], and date of birth is [PII].
[AGENT][NEUTRAL] OK. Thank you, ma'am. And could I please get a callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, sure. It is [PII].
[AGENT][NEUTRAL] OK. Thank you. And you're calling from the broker's office?
[CUSTOMER][NEUTRAL] Yes, financial design.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. Now I need the date of service and bill charges on the claim.
[CUSTOMER][NEUTRAL] It is [PII]. Total charge is $762.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, thanks for your patience and I apologize. I'm not showing a claim on file now with that date of service and those bill charges. Um, would you like to verify how the claim was submitted?
[CUSTOMER][NEUTRAL] Um, well, I spoke with the provider on the [PII]. They stated that they submitted it. So if it's not on file, I'll just give them a call back and tell them that it's not on file. They need to bill.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK. Well, is there anything else I can?
[CUSTOMER][NEUTRAL] Yeah, uh, may I have your name for notation please, sorry?
[AGENT][NEUTRAL] Yes, my name is [PII]. Um, it's spelled [PII] My last initial is [PII] like [PII] and my name and today's date is the reference number for the call. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No easy. Thank you so much. Thank you for your patience. Have a great day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.
[CUSTOMER][POSITIVE] All right, thank you.