AccountId: 011433970860
ContactId: 9d4d1ecf-d4d9-4c4d-9c98-f43d160da6ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 266619 ms
Total Talk Time (AGENT): 106536 ms
Total Talk Time (CUSTOMER): 64160 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/9d4d1ecf-d4d9-4c4d-9c98-f43d160da6ae_20250123T14:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], I'm trying to get information on some documentation I sent in.
[AGENT][NEUTRAL] All right. Uh, may I have your name, please?
[CUSTOMER][NEUTRAL] My name is [PII], that's [PII]
[AGENT][NEUTRAL] All right. And may I have your policy number, please?
[CUSTOMER][NEUTRAL] I'm calling from provider's office, um, but the patients ID is that a different line?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, no, uh, well, yes, but I can um get all the information and uh I can transfer you to the correct department.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The uh subscriber ID is 022.
[CUSTOMER][NEUTRAL] 16522 M as in Mary, L as in Lima, T as in Thomas.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And the name of the insured is?
[AGENT][NEUTRAL] Um, Ms. [PII].
[CUSTOMER][NEUTRAL] Um, I have, yeah, I have [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, um, can we verify just really quick the date of birth for the insured?
[CUSTOMER][NEUTRAL] I have, um, this person's date of birth is [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Alright, and just to make sure I have it correct, we are um going to verify the status of the claim and the documents sent to us.
[AGENT][NEUTRAL] For the patient.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] For the patient, [PII], right, is that correct?
[CUSTOMER][NEUTRAL] Mhm. Mhm.
[AGENT][POSITIVE] OK, I'm gonna go ahead and transfer you to um the claims department and they will go ahead and assist you further. All right.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How may I help you?
[AGENT][POSITIVE] Good morning [PII]. This is [PII] in customer service.
[CUSTOMER][NEUTRAL] Hey [PII], how are you?
[AGENT][POSITIVE] I'm doing good. Hey, I have Miss [PII] calling from an provider's office.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, with policy number.
[AGENT][NEUTRAL] 21, 221.
[AGENT][NEUTRAL] 652-2.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, she is checking on documents sent for pendent [PII].
[AGENT][NEUTRAL] Uh, dependent for.
[AGENT][NEUTRAL] I see he's dropped and notes say that his last day of coverage um was [PII].
[AGENT][NEUTRAL] Um, she, I guess she's checking on the claim status for him.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well, uh, you can send her through and you said it was for part 4?
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][POSITIVE] OK, you can send it through. You're welcome.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] I was in [PII]. Hello Ms. [PII].
[CUSTOMER][POSITIVE] Yes. Hi, this is [PII] with um the customer care team. How are you doing today?
[CUSTOMER][POSITIVE] I'm good [PII] how are you?