AccountId: 011433970860
ContactId: 85270e1e-3420-4fc6-b237-48496970e224
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 514390 ms
Total Talk Time (AGENT): 131186 ms
Total Talk Time (CUSTOMER): 93661 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/85270e1e-3420-4fc6-b237-48496970e224_20250522T22:15_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh hello. My name is [PII]. I'm calling from Southern Plains Medical Center to check claim status.
[AGENT][NEUTRAL] OK, I can verify claim status for you. And I'm sorry, your name is again?
[CUSTOMER][NEUTRAL] It's [PII] last name first initial [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have a excuse me, a callback number?
[AGENT][NEUTRAL] In case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Go ahead, sorry, I mean to interrupt.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey,
[AGENT][NEGATIVE] I didn't either, but uh, I did send a request for the [PII] since I was off, um, but it wasn't approved, well, it didn't get approved.
[AGENT][NEUTRAL] Uh, when did I send it? I think I sent it on the [PII] when I came back.
[AGENT][NEUTRAL] So I don't forget.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, if you don't see it, I'll send it because I, I, well, it should be in there because I checked and it's still in there.
[AGENT][NEGATIVE] I was so confused, [PII]. I should have called you earlier.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Thank you. Bye.
[AGENT][NEUTRAL] I almost was gonna show up to work on Monday.
[AGENT][NEUTRAL] I told [PII] I said I've been the only one here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] Should I delete this one and resend it?
[AGENT][NEUTRAL] Oh OK, see.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] All right, let's try this again.
[AGENT][NEUTRAL] Uh, PPT, make sure I got the right one.
[AGENT][NEUTRAL] OK, uh just submitted it.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Bless you.
[AGENT][NEUTRAL] Sorry.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I did.
[AGENT][POSITIVE] Awesome. I wonder what happened.
[AGENT][POSITIVE] You rock
[AGENT][POSITIVE] We got it. I know we will take care of it. It's all [PII].
[AGENT][NEUTRAL] Alright, you too.
[AGENT][NEUTRAL] Bye.
[AGENT][POSITIVE] It's not. I'm so sorry about that. I was having issues. Uh, what is that policy number, please?
[CUSTOMER][NEUTRAL] Uh yes, policy number is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's not one of our policy numbers. What is the patient's name, date of birth?
[CUSTOMER][NEUTRAL] OK. Patient name is [PII]. That is [PII] Last name [PII]
[AGENT][NEUTRAL] Uh, spell that first and last name for me again, I apologize.
[CUSTOMER][NEUTRAL] OK. Uh first name is [PII], uh, OK, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Last name [PII].
[AGENT][POSITIVE] OK, thank you so much, give me one moment.
[AGENT][NEUTRAL] OK and I him.
[AGENT][NEUTRAL] You said the last name is [PII], correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Uh, do not show that patient in our system. Do you have a copy of their card with our company at APL?
[CUSTOMER][NEUTRAL] Yeah, one moment.
[CUSTOMER][NEUTRAL] Sorry, um,
[CUSTOMER][NEUTRAL] A copy copy of what?
[AGENT][NEUTRAL] Do you have a copy of their card from APL because I'm not finding them in the system by their name.
[CUSTOMER][NEUTRAL] OK. Can you explain me, uh, one moment, one moment, sorry. Just a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, is this an AMA insurance?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Is this AMA Insurance?
[AGENT][NEUTRAL] No, ma'am, it's not.
[CUSTOMER][NEUTRAL] It is Medicare supplemental plan.
[AGENT][NEUTRAL] No, ma'am, it's not.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, got it, got it, got it. Thank you. It is the wrong number.
[AGENT][POSITIVE] OK, uh, thanks for calling APL. Have a great day.