AccountId: 011433970860
ContactId: 75769c49-9e40-4765-bb52-370ee489e193
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158660 ms
Total Talk Time (AGENT): 77751 ms
Total Talk Time (CUSTOMER): 74815 ms
Interruptions: 2
Overall Sentiment: AGENT=3.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/75769c49-9e40-4765-bb52-370ee489e193_20250319T20:18_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm calling from Oxford Orthopedic, and I need to get the status of a claim.
[AGENT][POSITIVE] It would be my pleasure to assist you with claim status. What is your name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII], and the policy number for the patient, please.
[CUSTOMER][NEUTRAL] 1,113,830
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] I can help you with that claim status, [PII]. What is the data service?
[CUSTOMER][NEUTRAL] But I'm like even if I go to.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, now bear with me just one moment because this policy turned on 4-123, checking to see if she has active coverage for that date.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I don't have a claim for 2-17-25 and she does not have any other active coverage with APL and the policy turned on 4-123. Now I did just receive a claim. I'm just gonna check real quick to see if that's your claim.
[CUSTOMER][NEUTRAL] I will
[CUSTOMER][POSITIVE] Oh thank [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's in line to be, it hadn't been processed yet, but let me check and see.
[CUSTOMER][NEUTRAL] Yeah I've got another one for 227 for her that's probably the one you're seeing.
[CUSTOMER][NEUTRAL] See
[CUSTOMER][POSITIVE] I'm still admiring.
[AGENT][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Yeah I'm sure it is here.
[CUSTOMER][NEUTRAL] No, when I got here, I think she looked at me she goes, we're doing.
[AGENT][NEUTRAL] It's it's taking its sweet time, but it's coming.
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEGATIVE] Yeah, like how we do it. They're like, we don't do this. I'm sorry. I'm like, I don't care.
[AGENT][NEUTRAL] 2 1725, what's that bill amount?
[CUSTOMER][NEUTRAL] Um, 217 25 is 593.
[AGENT][NEUTRAL] Yeah, so we did receive the claim on the [PII]. It's in line to be processed, but again she does not have active coverage with us.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][POSITIVE] OK, that's all I need to know thank you very much.
[AGENT][POSITIVE] It's been such a pleasure to assist you, [PII]. Anything else I can help you with before you go?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] Thank you for calling APL and have a great afternoon.
[CUSTOMER][POSITIVE] OK you too.
[AGENT][POSITIVE] Thank