AccountId: 011433970860
ContactId: 93de9401-eac1-49c0-8ed5-e48c76fd35a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233679 ms
Total Talk Time (AGENT): 80669 ms
Total Talk Time (CUSTOMER): 85684 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/93de9401-eac1-49c0-8ed5-e48c76fd35a7_20250327T16:05_UTC.wav
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[AGENT][POSITIVE] Good Morning, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm [PII] calling your provider side, and I'm looking for a claim status.
[AGENT][POSITIVE] It would be my pleasure to assist you. You said your name is [PII]?
[CUSTOMER][NEUTRAL] It's [PII]. It's [PII]
[AGENT][NEUTRAL] I'm sorry, do you mind repeating that?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can you say it one more time?
[AGENT][NEUTRAL] Eirage.
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] And how do you pronounce it?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII]. OK, thank you. I appreciate that. Well, [PII] it would be my pleasure to assist you. What is the callback number, please?
[CUSTOMER][NEUTRAL] Uh, it's uh [PII]. Extension is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And [PII] forage
[AGENT][NEUTRAL] What is the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, it's 660952-2470.
[AGENT][NEUTRAL] That's not an APL policy number and you're needing claim status, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Do you happen to have a claim number for APL? I can pull the policy up by the claim number.
[AGENT][NEUTRAL] Or
[CUSTOMER][NEUTRAL] No, I don't have any time. That's why I called.
[AGENT][NEUTRAL] Do you have another policy number?
[AGENT][NEUTRAL] For the patient cert number?
[CUSTOMER][NEGATIVE] No, I, no, no.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, what about the patient's social? Do you happen to have that available?
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Yeah, sure. It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let me see if I can pull the policy up by that number. Bear with me just one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And what is the patient's last name?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] [PII] and last name is uh [PII].
[AGENT][NEUTRAL] And is the claim status for APL or for what?
[AGENT][NEUTRAL] Do you have an APL ID card?
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] No, I don't have a clear idea about what, uh, this is the number we got.
[AGENT][NEUTRAL] Does it have the insurance company name with that number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh, it's Philadelphia, America and He some healthcare.
[AGENT][NEUTRAL] Yeah, we're APL.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] And I am not able to locate the patient in our system.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][POSITIVE] Thank you. Thank you for the information.
[AGENT][POSITIVE] It's been a pleasure to assist you. If you find some APL information, give us a call back so we can assist you, OK?
[CUSTOMER][NEUTRAL] Uh yeah, sure.
[AGENT][POSITIVE] And thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye-bye.