AccountId: 011433970860
ContactId: 8b0154f9-b52c-477d-9eae-c2f1211643b0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 243210 ms
Total Talk Time (AGENT): 96750 ms
Total Talk Time (CUSTOMER): 89358 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/2025/06/13/8b0154f9-b52c-477d-9eae-c2f1211643b0_20250613T17:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, I'm calling to check on a claim please.
[AGENT][NEUTRAL] I can help you with claim status. Who am I speaking with?
[CUSTOMER][NEUTRAL] My name is [PII]. It's spelled [PII]
[AGENT][NEUTRAL] And can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, it is [PII].
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] It is 022-03942 M as in Mary, L as in Lima 8 the number 8.
[AGENT][POSITIVE] Thank you so much. Give me just a moment to pull that up.
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][NEUTRAL] Can I get you to verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] You bet. It is [PII]. Birthday is [PII].
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, and do you have the date of service or a claim number?
[CUSTOMER][NEUTRAL] I have a data service. It is [PII], billed amount of $298.
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] I'm not showing any claim for that date of service.
[CUSTOMER][NEUTRAL] OK, do you show that she's active on that date?
[AGENT][NEUTRAL] Let me look.
[AGENT][NEUTRAL] Yes, the, the policy is currently active.
[CUSTOMER][NEUTRAL] OK, and do you accept fax claims by chance?
[AGENT][NEUTRAL] Uh, yes. Do you need our fax number?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, it's attention claims department, 877.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Great, OK, and I was just remembering I was trying to look this up on my portal or on the portal and my portal is not working now. Is there any way you can help me with that?
[AGENT][NEUTRAL] Yes, so as of last Monday we got a new uh platform provider so we're asking everyone to create and, yeah, create a new account um when you do that only fill out the um.
[CUSTOMER][NEUTRAL] Oh that would do it.
[AGENT][NEUTRAL] The boxes that are required, um, you don't need to put in all of the other stuff sometimes we're getting errors with that so just put in what's required, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] OK, so you use the same portal. Well, let's see, what is your new one?
[AGENT][NEUTRAL] It
[AGENT][POSITIVE] It is still at secured. [PII], but you'll use an email um moving forward instead of a username um and it'll send a verification code. Yeah, so it's a little bit different now it's a little bit more secure and it'll be more user friendly.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh, I see.
[CUSTOMER][POSITIVE] Super, I love that. OK, I will go ahead and create a new one then thank you so much. So let me get a reference number for our call.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so we don't have reference numbers, but you can use my name and last initial in today's date. So [PII] and today's date.
[CUSTOMER][POSITIVE] Got it. Alright, thank you so much for your time today.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great weekend.
[CUSTOMER][POSITIVE] You as well thank you bye bye.
[AGENT][NEUTRAL] Bye.