AccountId: 011433970860
ContactId: 614560d2-e461-4471-8f86-1240d88f5731
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187399 ms
Total Talk Time (AGENT): 62803 ms
Total Talk Time (CUSTOMER): 90456 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/614560d2-e461-4471-8f86-1240d88f5731_20250507T17:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello hello, this is uh sir from provider office.
[AGENT][NEUTRAL] OK. And um what is your name again, please, ma'am?
[CUSTOMER][NEUTRAL] It should be.
[AGENT][NEUTRAL] [PII]. OK, Ms. [PII], um, how can I help you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] OK, I will, first, I will uh spell out my name. It is [PII],
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]. Last name is [PII]. OK. And uh I'm calling for the, I'm calling regarding the claim status.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], um, what is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yeah, just a moment.
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, and I can help you with the claim status. Can you please give me the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Sure. First you just please provide your name, please?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] OK. Last name is?
[AGENT][NEUTRAL] A
[CUSTOMER][NEUTRAL] OK, so do the patients.
[CUSTOMER][NEUTRAL] Name is [PII] and the date of birth is [PII].
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] The for the date of service?
[AGENT][NEUTRAL] I need the policy number first.
[CUSTOMER][NEUTRAL] February [PII].
[CUSTOMER][NEUTRAL] Sure. It is.
[CUSTOMER][NEUTRAL] 7786779
[AGENT][NEUTRAL] OK, let me look that policy up real quick.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, and then what is the data service?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Miss, I'm gonna have to transfer you on over to Web TPA. I'm going to give you that phone number.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] Just in case the call is dropped while I'm transferring you, that number is [PII].
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's gonna be a brief hold while I transfer you over.
[CUSTOMER][NEUTRAL] OK, just please transfer the cost.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, OK.