AccountId: 011433970860
ContactId: a4ed778a-1421-40e5-8f2f-1267c6b545ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234339 ms
Total Talk Time (AGENT): 64280 ms
Total Talk Time (CUSTOMER): 68326 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/a4ed778a-1421-40e5-8f2f-1267c6b545ab_20250212T14:28_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling on behalf of provider's office to check the claim status. How are you doing today?
[AGENT][NEUTRAL] I'm fine. I'm sorry I did not catch your first name.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And how can I help you?
[CUSTOMER][NEUTRAL] May I know the claim status?
[AGENT][NEUTRAL] OK. And who's the insured?
[CUSTOMER][NEUTRAL] OK, just a moment.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Do you have, um, the policy number?
[CUSTOMER][NEUTRAL] Uh yes. The policy number is?
[CUSTOMER][NEUTRAL] 02282219.
[AGENT][NEUTRAL] OK, just one moment please, and what's the date of service on that?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The date of services [PII].
[AGENT][NEUTRAL] OK just one moment please.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. And do you happen to have the last 4 of his social?
[CUSTOMER][NEUTRAL] Last four digits, sir?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Last four digits of Social Security number.
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][POSITIVE] OK perfect let me get you over to our claims department and they'll be able to help you OK?
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] Just one moment please.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[AGENT][NEUTRAL] Hi, this is [PII]. I'm transferring over and I did not catch her name. She speaks very quickly. Um, but she's calling about uh, the claim status for [PII]. His policy number.
[AGENT][NEUTRAL] Is 022.
[AGENT][NEUTRAL] 82219.
[AGENT][NEUTRAL] The date of service is [PII].
[CUSTOMER][NEUTRAL] Does she have a claim number?
[AGENT][NEUTRAL] I did not ask for a claim number.
[CUSTOMER][NEUTRAL] And where are you calling from?
[AGENT][NEUTRAL] I'm with APL.
[CUSTOMER][NEUTRAL] Because you just said your name and you didn't say what the department you were in. What is the data service again if you don't mind providing it to me.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] 8 22 24.
[CUSTOMER][NEUTRAL] You said 822 of 24?
[AGENT][NEUTRAL] 827 24, sorry.
[CUSTOMER][NEUTRAL] ER visit.
[CUSTOMER][NEUTRAL] And what's your, you, what department you transferring from?
[AGENT][NEUTRAL] I'm transferring from brokers resources.
[CUSTOMER][NEUTRAL] OK, you can send out this the provider or the insured.
[AGENT][NEUTRAL] It's the provider.
[CUSTOMER][POSITIVE] Thank you. We need the EOB but you can send over I can assist her.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm. Have a