AccountId: 011433970860
ContactId: a0b5a5e8-1ef4-4de0-b0d1-e2497964ac94
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214910 ms
Total Talk Time (AGENT): 74295 ms
Total Talk Time (CUSTOMER): 101638 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/a0b5a5e8-1ef4-4de0-b0d1-e2497964ac94_20250206T16:39_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] Try to.
[CUSTOMER][NEUTRAL] Um, that you guys.
[AGENT][NEUTRAL] Can
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Yeah, I can hear you. Can you hear me?
[AGENT][POSITIVE] OK, yeah. Yes, I can hear you now. How can I help you?
[CUSTOMER][NEUTRAL] OK, perfect. Hi, um, I was calling to obtain some in obtain some information about a claim. Um, I don't have access to you guys' portal. I'm not, um, seeing anything about that, but I'm just trying to get some information for you. You're able to help me out.
[AGENT][POSITIVE] It would be my pleasure to assist you. Do you have a policy number or a claim number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yes, I do.
[AGENT][NEUTRAL] And what is that number.
[CUSTOMER][NEUTRAL] What?
[CUSTOMER][NEUTRAL] The policy number is going to be.
[CUSTOMER][NEUTRAL] 01545
[CUSTOMER][NEUTRAL] 88
[CUSTOMER][NEUTRAL] 2 M
[CUSTOMER][NEUTRAL] M as in Michael, L as in Lacy, and 8.
[AGENT][NEUTRAL] Alright, thank you. May I ask your name and a callback number please?
[CUSTOMER][NEUTRAL] Yes, it's [PII] last initial [PII] and a callback number is going to be [PII].
[AGENT][NEUTRAL] Thank you, [PII], and what is the patient's name and date of birth please, ma'am?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I, I don't know.
[AGENT][NEUTRAL] That sounds good. What is the date of birth?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][POSITIVE] Alright, thank you, and it would be my pleasure to assist you with claim information for [PII]. What is the data service?
[CUSTOMER][NEUTRAL] It's gonna be.
[CUSTOMER][NEUTRAL] It is going to be 1203-2024.
[AGENT][NEUTRAL] OK, for 1203-2024 for [PII], I don't have a claim on file.
[CUSTOMER][NEUTRAL] You don't have anything on file? OK.
[AGENT][NEGATIVE] Not for that data service.
[AGENT][NEUTRAL] Now you
[CUSTOMER][POSITIVE] Alright, no worries.
[AGENT][NEUTRAL] You can fax it directly to our claims department with the primary EOB.
[CUSTOMER][POSITIVE] OK, no worries. It's probably still, it said that it crossed over on here, so um it's probably still making its way to you all, so no worries, it is a little bit early.
[CUSTOMER][POSITIVE] Just wanted to check to see if you all received it or not. Thank you so much for your help. Can I get a reference number for this call, please?
[AGENT][POSITIVE] It's going to be my name and today's date, and I spell my name [PII], last name, [PII]. And [PII], it was a pleasure to assist you with that claim information. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Um, no, thank you. Thank you so much for your help.
[AGENT][POSITIVE] My pleasure, [PII], and thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You as well. Thank you. Bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.