AccountId: 011433970860
ContactId: 7e75ea73-3ce1-45d8-8871-cc2fdaa77ff9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150690 ms
Total Talk Time (AGENT): 60021 ms
Total Talk Time (CUSTOMER): 79501 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/7e75ea73-3ce1-45d8-8871-cc2fdaa77ff9_20250410T13:11_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII] speaking. How can I help you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you doing?
[AGENT][POSITIVE] Doing well [PII] thank you how are you?
[CUSTOMER][POSITIVE] I'm doing good. I have a provider on the other line that wants to speak to someone. Um, we did a claim status she.
[CUSTOMER][NEUTRAL] wants to know patient responsibility. I told her we don't determine that. That's why it's not on the explanation of benefits. We're not major medical, blah, blah blah. And she's like, well, you got, you have to tell me something because it has to come from you. So, um, do you need the policy number?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] Alright, it's 259287-7.
[AGENT][NEUTRAL] OK, just give me one second. And the patient's been verified?
[CUSTOMER][NEUTRAL] OK, and it's.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what's their name please?
[CUSTOMER][NEUTRAL] Her name is [PII] who we're speaking with.
[AGENT][NEUTRAL] [PII], and is that a good call back number on the screen or does she give you a different number?
[CUSTOMER][NEUTRAL] Oh, it says claim support now, but I have um [PII], is that what you see?
[AGENT][NEUTRAL] No, I have a [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So [PII] OK, [PII] now.
[CUSTOMER][NEGATIVE] Oh, no.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And it's [PII] and it's for [PII], is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, participant 3.
[CUSTOMER][NEUTRAL] Yes, and is that
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it's that last claim, well, the last process claim, the 3583552.
[AGENT][NEUTRAL] OK, I'll pull that up right now and you can go ahead and put her through when you're ready.
[CUSTOMER][NEUTRAL] OK, hold on one moment.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Oh, actually, it looks like she hung up. Never mind.
[AGENT][NEUTRAL] Uh oh.
[AGENT][NEUTRAL] I can call her back. I can try.
[CUSTOMER][NEUTRAL] Well, I
[AGENT][NEUTRAL] If, if need be.
[CUSTOMER][NEGATIVE] OK, I don't, she just, I don't think she understands the patient responsibility part.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] I will try to give her a ring back if I get her, I get her. You said it was [PII], right?
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] [PII] yes, the phone number. Mhm. I'm like, what number is that? Yes.
[AGENT][NEUTRAL] Yep, sorry.
[AGENT][NEUTRAL] What? No, it's early, huh? All right.
[CUSTOMER][POSITIVE] It is, but it's OK cause I need to laugh, so thank you very much.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] You're welcome. Have a great day.
[CUSTOMER][POSITIVE] All right, [PII]. Have a good day.
[AGENT][POSITIVE] Thanks you too bye.
[CUSTOMER][NEUTRAL] Bye bye.