AccountId: 011433970860
ContactId: 66e5916d-2162-4a2a-b191-1d05b9d6930d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225240 ms
Total Talk Time (AGENT): 98440 ms
Total Talk Time (CUSTOMER): 59864 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/66e5916d-2162-4a2a-b191-1d05b9d6930d_20250310T15:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Doctor [PII]'s office. I was trying to follow up on a claim for a patient.
[AGENT][NEUTRAL] All right, [PII], hold on just a second. You said Doctor [PII]'s office?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And just in case we get disconnected, what's a good phone number for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, [PII], and do you have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Um, 12345 00.
[CUSTOMER][NEUTRAL] And it's 247-491-9.
[AGENT][NEUTRAL] Alright, give me just a second, let me pull that up.
[AGENT][NEUTRAL] All right. Can you verify the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Deer [PII]?
[CUSTOMER][NEUTRAL] And it's uh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, [PII] and the last thing, what's the date of service?
[CUSTOMER][NEUTRAL] This is gonna be for her [PII] services.
[AGENT][POSITIVE] Alright, [PII], give me just a second. I'm gonna get somebody on the line for claims and um they'll be right with you. Was there anything else I can do for you before I transfer you?
[CUSTOMER][POSITIVE] Uh, not today, but thank you.
[AGENT][POSITIVE] Alright thank you [PII] for calling APO and I hope you have a wonderful day. Hold on just a moment.
[CUSTOMER][NEUTRAL] Did you do it?
[CUSTOMER][POSITIVE] OK thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Sing
[AGENT][NEUTRAL] Hm.
[CUSTOMER][POSITIVE] And thanks for calling APO. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, [PII], this is memory and customer service. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing good how are you?
[AGENT][NEUTRAL] I'm good. I have a question. So since they added this channel for claim support, uh, are y'all for all claims or just like certain ones?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, probably for all, no, we're, we're for all.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, because I have a dental claim I didn didn't know if I was supposed to send it to the dental queue or claim support kid.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, uh, policy number is 247-4919.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, the caller's name is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, and she's calling from Doctor [PII]'s office. Her callback number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and what is she calling about?
[AGENT][NEUTRAL] And I did verify the uh she's checking claim status on the part one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I did verify the, uh, patient's name and date of birth.
[CUSTOMER][NEUTRAL] OK, you can send her over.
[AGENT][POSITIVE] All right, thank you so much. Have a good day.
[CUSTOMER][POSITIVE] OK, you're welcome.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Good morning. Thanks for calling