AccountId: 011433970860
ContactId: a2cb2e3f-c5b2-41c9-9797-a7b49a0dea4e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 236210 ms
Total Talk Time (AGENT): 83678 ms
Total Talk Time (CUSTOMER): 59331 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/a2cb2e3f-c5b2-41c9-9797-a7b49a0dea4e_20250424T17:08_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] And thank you for calling APL. This is [PII] in the customer service department.
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider's office to check up on a claim status.
[AGENT][NEUTRAL] Alright, and can you provide me with a callback number in the event that we get disconnected and your name again please?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and the callback number is [PII].
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] You said [PII] of the?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And do you happen to have the patient's policy number that you're inquiring about for claim status?
[CUSTOMER][NEUTRAL] Yes, policy number it is 01896422.
[AGENT][NEUTRAL] And can you verify the patient's full name and date of birth, please?
[CUSTOMER][NEUTRAL] Yes, patient's name, [PII] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that. And can you also verify the mailing address?
[CUSTOMER][NEUTRAL] Of, uh, patients mailing address or providers.
[AGENT][NEUTRAL] Patience, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you for that. And since you stated that you're inquiring about a claim status, I am gonna have to transfer you to another department, but I will make sure I get someone before I release you so you don't have to repeat everything. Is it OK if I transfer you, Ms. [PII]?
[CUSTOMER][NEUTRAL] the box.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Is there anything else I can help you with before I transfer you?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] Alright, I'm gonna place you on a brief hold while I get you further assistance and thank you for calling APL. You have a wonderful day and hold please.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Hold on.
[CUSTOMER][NEUTRAL] Where you like this
[CUSTOMER][NEUTRAL] Referring.
[AGENT][NEUTRAL] 3
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, [PII], I've got a provider on the back line that wants to get a claim status on an insurance policy.
[CUSTOMER][NEUTRAL] OK, I, I can help them with that. Do you have the um policy number for the patient?
[AGENT][NEUTRAL] I do. It's 1896422 on a Glen Beaver and I did verify everything with the provider.
[CUSTOMER][NEUTRAL] OK perfect you have a callback number?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] I do. The callback number is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And she stated her name was [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right. Here she goes. Thank you and have a good day.
[CUSTOMER][POSITIVE] Thank you.