AccountId: 011433970860
ContactId: 761779a5-c007-4619-bb4f-32ac4d9ad8fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 295299 ms
Total Talk Time (AGENT): 135165 ms
Total Talk Time (CUSTOMER): 114697 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/761779a5-c007-4619-bb4f-32ac4d9ad8fd_20250218T14:13_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII].
[AGENT][NEUTRAL] And how may I assist you?
[CUSTOMER][POSITIVE] And I'm calling I'm a provider with oh I'm sorry.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, how may I assist you today, Miss. [PII]?
[CUSTOMER][NEUTRAL] Yeah, I, um, I'm a provider with MUSC. I was calling to check the status of a claim.
[AGENT][NEUTRAL] OK, sure, I can assist you with claims. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, I have 02465632.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, [PII], and it is uh [PII].
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Can you repeat that policy number one more time just to make sure I got it correctly because I did not pull that number.
[CUSTOMER][NEUTRAL] Oh no, you're fine uh 04265639. That's uh let me see if that was the correct one.
[CUSTOMER][NEUTRAL] So that's what I have. I don't know, this is the.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And it starts with a [PII] or is it [PII]?
[CUSTOMER][NEUTRAL] Uh I'm sorry, [PII].
[AGENT][NEUTRAL] OK, OK, yeah, we don't have policies that for OK, let me transfer you to the number [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Still not here um let me check.
[AGENT][NEUTRAL] OK, here we go. OK, so.
[CUSTOMER][NEUTRAL] I have her social if you um needs as well.
[AGENT][NEUTRAL] I found her. Thank you, Miss. [PII]. OK, and what is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] It is [PII], sorry, [PII], and the total amount is $1450.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK. All right, let me see if I can find this claim for you and for future you can check claim status online through our website at [PII], and that's just optional. You can always call and see.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and do I have to uh create a log in?
[AGENT][NEUTRAL] Yes, mhm, yeah, you had to register.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] And that was [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, um, that claim is not on file.
[AGENT][NEUTRAL] Miss [PII]. Mhm yeah.
[CUSTOMER][NEUTRAL] OK, no problem, no problem, I could definitely submit it. Let me um I have the claims address just wanna verify it. I have American Public Life, uh, attention claims processing [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, that is correct. Um, and the policy number, let me go ahead and give it to you. I'm not sure if you got it correct or not, but it's 02465639.
[CUSTOMER][NEUTRAL] OK, that's what I have. I'm sorry. I'm so country. It probably came out some totally different when I said it. That's.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, no problem. All right, I got it figured out.
[CUSTOMER][NEUTRAL] And I have, I have your name as Soul. How do I spell that? Oh no, it's my, it's my I heard my accent. Some I know something different.
[AGENT][NEUTRAL] it
[AGENT][NEUTRAL] It's OK, that's.
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][POSITIVE] OK, I got it right. OK.
[AGENT][NEUTRAL] Mhm. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] No, not at all. Do you have a reference? Can I have a reference number as well?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, well, thank you so much, so I do hope you have a great rest of your week.
[AGENT][POSITIVE] You're welcome. You as well, Miss [PII] and thank you for calling APR. Have a good week. Bye bye.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Mm.