AccountId: 011433970860
ContactId: 7ab7e02d-5b8e-41b5-8641-09b5c62f0a62
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 286720 ms
Total Talk Time (AGENT): 161274 ms
Total Talk Time (CUSTOMER): 76578 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/7ab7e02d-5b8e-41b5-8641-09b5c62f0a62_20250404T17:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, hi, yes sir. My name is [PII]. I'm from provider service. Would you please help me with the claim status?
[AGENT][NEUTRAL] I can help you with that, sir. What was your name again?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII]. All right, thank you, [PII]. And you're calling on a claim, is that correct?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Uh, do you have a policy number for me, [PII]?
[CUSTOMER][NEUTRAL] Yes, I do have a policy number and the policy number is gonna be 02510491.
[AGENT][NEUTRAL] Thank you, sir. OK, [PII], what I'll do is get the information pulled up. We'll do a quick verification and then I will place you through to the department that can better assist you with that information.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] You won't have to go through the verification again once you and I do it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] All right, what is the name of the patient, [PII]?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Patient's first name is [PII] and the last name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] Excellent. And do you by chance have a uh an address we can verify?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, do you require the patient service or the provider service?
[AGENT][POSITIVE] The, the patience. I'm sorry. Yes, the patience.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I do have the patient address. It's [PII].
[AGENT][NEUTRAL] Thank you, sir. OK. Um, and what is that date of service?
[CUSTOMER][NEUTRAL] Date of service for this patient is gonna be uh [PII].
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, thank you. Let me take a look. Let's see what we got here.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] [PII]. All right, so [PII], let me place you through to the benefits department that can assist you. Again, you will not have to go through the verification. I will let them know you and I verify the information. [PII], is there anything else that I can help you with before I transfer you?
[CUSTOMER][NEUTRAL] Bye
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] I'm good with this. Thank you for helping me with that.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Well, thank you for calling AP on [PII]. Have a wonderful day. Give me just a moment while I provide them with the information.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Referring.
[AGENT][NEUTRAL] I forgot.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] in customer service. How are you today?
[CUSTOMER][POSITIVE] I'm good [PII] how are you?
[AGENT][NEUTRAL] I'm fine, thank you, ma'am. Miss [PII], I have a provider on the phone. His name is [PII].
[AGENT][NEUTRAL] I didn't verify his number, but let me give you the number he's calling from. I do apologize.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No worries go ahead.
[AGENT][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, he is calling on participant.
[AGENT][NEUTRAL] Policy
[AGENT][NEUTRAL] Policy number 251-0491.
[CUSTOMER][NEUTRAL] All right, [PII].
[AGENT][NEUTRAL] Participant number one. Now we can say that.
[CUSTOMER][NEUTRAL] All right for Mr. [PII]?
[AGENT][NEUTRAL] Right, and I verified the date of birth and I guess the address sounded close anyway. Um, I, I couldn't fully understand it. OK, the date of service is called on claims, date of service, if I understood correctly, is [PII].
[CUSTOMER][NEUTRAL] OK, perfect. And then do we get a bill amount or?
[AGENT][NEGATIVE] No, I didn't. I did not. I did not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No worries, no worries if you wanna go ahead and send him over, [PII], I can take the call.
[AGENT][POSITIVE] All right. Thank you, dear. Have a good day.
[CUSTOMER][POSITIVE] You too. Take care, [PII].
[AGENT][POSITIVE] Thank you. You too. Bye-bye.