AccountId: 011433970860
ContactId: 6e92c59d-92e3-450b-8634-43a0088549f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145050 ms
Total Talk Time (AGENT): 47293 ms
Total Talk Time (CUSTOMER): 76222 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/6e92c59d-92e3-450b-8634-43a0088549f0_20250428T20:05_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is, um, [PII]. I'm calling from Chatham Orthopedics. I need to check on the plane, please.
[AGENT][POSITIVE] Sure thing, I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] [PII]. The policy is 02100475.
[AGENT][NEUTRAL] Can you verify that patient's name and date of birth that you're calling to check the status of the claim for?
[CUSTOMER][NEUTRAL] [PII] Living good um [PII].
[AGENT][NEUTRAL] And what is the data service that you're calling to check the status of a claim for?
[CUSTOMER][NEUTRAL] 992324.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 923 or 24 I'm not showing the claim on file for [PII].
[CUSTOMER][NEUTRAL] OK, because they've submitted it twice already. Let me make sure we have the right um.
[AGENT][NEUTRAL] Are you sure you got the right address or the correct mailing I mean fax number?
[CUSTOMER][NEUTRAL] Yeah, that's what I'm getting
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Let me look, hold on a second, let me see what we got.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm mm mm mm mm mm OK, we have [PII].
[CUSTOMER][NEUTRAL] That's the address we have. Let me see if we got the right.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh we don't have it electronically or anything so it's going it's secondary so it's going paper. I'm, I'm thinking secondary but um is that the right information? Is it the [PII]?
[AGENT][NEUTRAL] Yes, that is correct. However, there is no claim on file for colleagues for their data services. The data service correct?
[CUSTOMER][NEUTRAL] Yes, it's for 9 23 24, so I guess you have a fax and we can fax it to you guys.
[AGENT][NEUTRAL] We do 1877.
[CUSTOMER][NEUTRAL] On a 1877 OK.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] 365 OK.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] 423 OK [PII].
[AGENT][POSITIVE] Yes, that is correct. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] No, ma'am, and what was your name again?
[AGENT][NEUTRAL] [PII] and today's date is a reference.
[CUSTOMER][POSITIVE] Today's perfect thank you so much for your help I appreciate it.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day. Bye bye.
[CUSTOMER][POSITIVE] OK thank you bye bye.
[CUSTOMER][NEUTRAL] You too bye bye.