AccountId: 011433970860
ContactId: 86d1229d-c9b3-4e52-8ad0-b5e4262a530e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232619 ms
Total Talk Time (AGENT): 117631 ms
Total Talk Time (CUSTOMER): 64870 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/86d1229d-c9b3-4e52-8ad0-b5e4262a530e_20250226T20:17_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Medical Associates Clinic. I just wanted to check on the status on a claim.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, Ms. [PII], we can definitely help you check the status of the claim, but before we proceed, is it possible to get a callback number, please?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you for that, Miss [PII]. Do you happen to have the insured's policy number that you're inquiring about?
[CUSTOMER][NEUTRAL] I do. It is 01749775.
[AGENT][NEUTRAL] Thank you for that. And can you also verify their full name and date of birth, please, Ms. [PII]?
[CUSTOMER][NEUTRAL] It's, it's a [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and that is what we have on file and are you also able to verify their mailing address for me please?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I'm showing [PII].
[AGENT][NEUTRAL] Thank you for that and that is what we have on file right and you stated you were inquiring about a claim status when was that claim submitted in?
[CUSTOMER][NEUTRAL] Um, do you want the date of service?
[AGENT][NEUTRAL] The day you guys reported it to us.
[CUSTOMER][NEUTRAL] I don't know it's a secondary, so the primary paid and then they're supposed to send it over to the secondary.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What was the date of service? Maybe that'll help me.
[CUSTOMER][NEUTRAL] Data services.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] It looks like we've got a few claims in [PII], um, OK.
[CUSTOMER][NEUTRAL] Actually it's a [PII]. It's for the.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The bill amount was $318.
[AGENT][NEUTRAL] Alright, Ms. [PII] you have provided enough detail. um, however, I am gonna have to let you speak to somebody in our claims department because I'm limited to what I can see on these claims. I'm not showing any reported dates in January, but that doesn't mean that we got we didn't get them they might have just sent them later to us. So is it OK if I transfer you for further assistance and I will make sure I get someone before I release you that way you don't have to repeat yourself.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Alright, Miss [PII], I'm gonna place you on a brief hold while I get you further assistance. Is there anything else I can help you with before I transfer?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] Thank you for calling APL. You have a wonderful day and hold please.
[CUSTOMER][NEUTRAL] Bringing
[CUSTOMER][NEUTRAL] This is [PII]. May I help you?
[AGENT][NEUTRAL] Hey, [PII]. I've got a provider on the back line that is wanting to check the claim status on an insured's policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 1749775 [PII].
[AGENT][NEUTRAL] Is the insured. [PII] is the provider. She said the claims were from [PII], but she's got a couple of them, she said.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, do you have her call back number?
[AGENT][NEUTRAL] [PII] and everything's been verified.
[CUSTOMER][POSITIVE] All righty, thank you.
[AGENT][POSITIVE] All right, here she goes. Thank you, hon. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.