AccountId: 011433970860
ContactId: a10a6776-e6f2-4df9-ae59-dbec57244c69
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1701959 ms
Total Talk Time (AGENT): 174935 ms
Total Talk Time (CUSTOMER): 106487 ms
Interruptions: 7
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/a10a6776-e6f2-4df9-ae59-dbec57244c69_20250317T19:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from provider's office to check on the claim status.
[AGENT][POSITIVE] All right. I can help you with that. Can you give me your name again?
[CUSTOMER][NEUTRAL] Sure. My name is spelled as [PII].
[AGENT][NEUTRAL] All right. I'm, I'm sorry, I still didn't get that. I do apologize.
[CUSTOMER][NEUTRAL] It's OK. So it is.
[AGENT][NEUTRAL] Yeah, that was [PII]
[AGENT][NEUTRAL] As
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Correct. [PII].
[AGENT][NEUTRAL] OK. [PII]. [PII]. All right. Thank you. OK, Ms. [PII], and you're calling on claim status?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Thank you. Do you have a policy number for me, [PII]?
[CUSTOMER][NEUTRAL] I don't have it.
[AGENT][NEUTRAL] Uh, what is the name of the insured?
[AGENT][NEUTRAL] Or the patient.
[CUSTOMER][NEUTRAL] Vital pavan
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No, I have the uh member ID.
[AGENT][NEUTRAL] Um, OK, let's try that.
[CUSTOMER][NEUTRAL] 02487948 M as Mike, L as Lima, 8.
[AGENT][POSITIVE] Thank you. That sounds like one of our.
[AGENT][NEUTRAL] Um, policy numbers.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Alright, do you have their name, the patient's name?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] May I have that, please?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Sure. It is um [PII].
[AGENT][POSITIVE] Wonderful. Thank you. And can, uh, do you have their date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Wonderful. And one last thing, Ms. [PII], do you by chance have an address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Excellent thank you ma'am. Alright, let's see and so you're calling on claim status. OK, give me just a moment. I'm going to put you through to the area that can do that for you. You will not have to verify anything again. I'll let them know that you and I have already verified everything, OK?
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] You're welcome. One moment, please.
[AGENT][NEUTRAL] Have
[AGENT][NEUTRAL] the
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm
[CUSTOMER][POSITIVE] And thank you for calling APL. This is [PII]. How may I assist you?
[AGENT][NEUTRAL] Hey, so, this is [PII]. How are you, honey?
[CUSTOMER][NEUTRAL] Really, I'm here.
[AGENT][NEUTRAL] Amen, girls. Amen. Amen. Oh look, I provider on the phone. She's been, we've been on hold for like 20 something minutes.
[CUSTOMER][POSITIVE] Girl, I know, I'm so sorry.
[AGENT][NEGATIVE] The phones are a nightmare. They're a nightmare today. Oh God, if they're bad for us, I, I, I feel bad for y'all real bad. Let me give you this policy number real quick, dear. Oh dear God, help us. She just wants to check the status of a claim.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah yeah.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, 248-7948.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] All right. And OK. And did you verify anything or no?
[AGENT][NEUTRAL] The providers that, yes, I'm well, I verify the date of birth and address and the name. The provider's name is [PII], yeah, [PII], if I understood her correctly, but that's what it sounded like, and I tried to get her to spell it for me.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. All right. It's OK.
[AGENT][NEUTRAL] So, you know, I, I, I, I can barely understand.
[AGENT][NEUTRAL] Southern English, much less anything else, so.
[AGENT][POSITIVE] Good lord.
[CUSTOMER][NEUTRAL] Do you have a callback number for her?
[AGENT][NEUTRAL] Well, I, I, I forgot to verify that, but here it is, [PII].
[CUSTOMER][NEUTRAL] OK. All right. OK. [PII]. Mhm.
[AGENT][NEUTRAL] [PII]. And girl, she has hung in here. She in
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, she needs it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] She needs it. She needs it. All right, thank you so, my dear.
[CUSTOMER][POSITIVE] All right. OK, I'm ready for her. Thank you. You're welcome. Bye-bye.