AccountId: 011433970860
ContactId: a44e6df3-6df8-46af-86d2-cd0d7a069abc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204300 ms
Total Talk Time (AGENT): 75256 ms
Total Talk Time (CUSTOMER): 55277 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/a44e6df3-6df8-46af-86d2-cd0d7a069abc_20250128T14:49_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], um, my name's [PII] calling from Coastal Carolina Medical Center, and I just have some questions on a claim. I did wanna let you know that this call may be monitored or recorded for quality assurance purposes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is this a claim for a patient?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right. And um unfortunately, I will go ahead and transfer you to the claims department, but before I will go ahead and take care of all the information for the patient, um, do you have his policy number?
[CUSTOMER][NEUTRAL] Uh, yes, I do. 02549389.
[AGENT][NEUTRAL] Alright, let me just a second so I can pull it up into the system.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And may I have the name for the patient and date of birth, please?
[CUSTOMER][NEUTRAL] Mhm. [PII]. Date of birth [PII].
[AGENT][POSITIVE] Alright, thank you very much and what is a good call back number in case our call gets disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] All right, thank you very much. And what is your name, please?
[CUSTOMER][NEUTRAL] My name's [PII].
[AGENT][NEUTRAL] [PII], alright, [PII], thank you. I will go ahead and um transfer you over to the claims department.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you. You have a nice day.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] It's the hospital.
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][NEUTRAL] Good morning. Thank you for calling American Public Life. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Good morning, [PII]. This is [PII] in customer service. I have a provider's office calling for a claim status on a patient.
[CUSTOMER][NEUTRAL] OK. And what is that policy number?
[AGENT][NEUTRAL] Policy number is 02549389.
[AGENT][NEUTRAL] Or Mr. Mr. [PII].
[CUSTOMER][NEUTRAL] OK. And you verified his date of birth and
[AGENT][NEUTRAL] I only verified his date of birth.
[CUSTOMER][NEUTRAL] OK, and did you get his the callback number for the provider?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm. The one that they are calling from, the one ending in [PII].
[CUSTOMER][POSITIVE] OK, thank you. I appreciate it.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Here she goes.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] Oh, her name is [PII].
[CUSTOMER][POSITIVE] [PII]. OK, thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Hello, [PII].