AccountId: 011433970860
ContactId: 76f40eac-c07c-4c13-a7ae-18845aa50662
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233529 ms
Total Talk Time (AGENT): 100741 ms
Total Talk Time (CUSTOMER): 45298 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/76f40eac-c07c-4c13-a7ae-18845aa50662_20250211T15:34_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is Memory customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from Oxford Diagnostic Center to check the claim status.
[AGENT][NEUTRAL] Alright, Ms. [PII], just in case we get disconnected, what's a good call back number for you today?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] All right. And what facility did you say you were from?
[CUSTOMER][NEUTRAL] Oxford Diagnostic Center.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and do you have the policy number you're calling about?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 01755343.
[AGENT][NEUTRAL] All right. Give me just a moment. Let me pull that up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's the name of the patient?
[CUSTOMER][NEUTRAL] It's [PII] and the date of birth is [PII].
[AGENT][POSITIVE] All right, thank you so much.
[AGENT][NEUTRAL] Alright, Ms. [PII], give me just a second. I'm gonna get you over to our uh benefits and claims department. Um, was there anything else I could do for you before I transfer you?
[CUSTOMER][NEUTRAL] I want your name.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you. Could you please transfer the call?
[AGENT][NEUTRAL] Yes, ma'am. Hold on just a moment for me, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][NEUTRAL] From
[AGENT][POSITIVE] Hi, [PII]. This is [PII] with her uh oh goodness with customer service. How are you today?
[CUSTOMER][POSITIVE] I'm great how are you?
[AGENT][NEUTRAL] I'm good so I'm not sure if I need to be sending this call to y'all or the claim support queue.
[AGENT][NEUTRAL] Do you know, are y'all still getting claims questions for Medlink?
[CUSTOMER][NEUTRAL] They're not escalations, are they?
[AGENT][NEUTRAL] No, um, she's just calling to uh verify status on a claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, I can get her.
[AGENT][NEUTRAL] OK, I, I was like, wait a minute, I don't know if I'm supposed to send the mailing queue or the claims queue. OK, um, so the policy number is 1755343.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the claim is for P2.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] and the caller's name is [PII] from Oxford Diagnostic Center.
[AGENT][NEUTRAL] Her callback number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you. I am ready.
[AGENT][POSITIVE] Alright here she comes. Thank you so much.
[CUSTOMER][POSITIVE] Thank you. Have a great day.
[AGENT][NEUTRAL] You too, bye bye.