AccountId: 011433970860
ContactId: a5a01570-bcdd-400e-b152-8ad4c3f82d7b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 291940 ms
Total Talk Time (AGENT): 91718 ms
Total Talk Time (CUSTOMER): 139414 ms
Interruptions: 4
Overall Sentiment: AGENT=1.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/a5a01570-bcdd-400e-b152-8ad4c3f82d7b_20250407T20:33_UTC.wav
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[AGENT][POSITIVE] Thank you for calling. This is [PII]. How may I help?
[CUSTOMER][NEUTRAL] Hi, uh, this is [PII], initial last name is [PII]. How are you doing today?
[AGENT][POSITIVE] Thank you for calling
[CUSTOMER][NEUTRAL] Hi, uh, yes, can you hear me now? Hello?
[AGENT][POSITIVE] Thank you for calling. Yes, I can hear you now.
[CUSTOMER][NEUTRAL] Yes, can you hear me now?
[CUSTOMER][NEUTRAL] Yeah. Hi. Uh, this is [PII], initial to last name is [PII]. How are you doing today?
[AGENT][NEUTRAL] Yeah, how are you?
[CUSTOMER][POSITIVE] I am fine, thank you for asking.
[CUSTOMER][NEUTRAL] Uh, I have a one of member and we are looking for the claim status.
[AGENT][NEUTRAL] My status on
[AGENT][NEUTRAL] What is the patient's policy number?
[CUSTOMER][NEUTRAL] Your voice is uh cracking. Could you repeat once again?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, hello.
[AGENT][NEUTRAL] Yes, can you hear me?
[CUSTOMER][NEUTRAL] Yes, uh, the patient, you're asking the patient first name, right?
[AGENT][NEUTRAL] Uh, the policy number.
[CUSTOMER][NEUTRAL] Yeah, the policy number is going to be 02483111.
[AGENT][NEUTRAL] OK, and let me just a second.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What is the name and date of birth for the patient?
[CUSTOMER][NEUTRAL] Yeah, the patient's first name is [PII], and the last name will be [PII] and the date of birth is [PII].
[AGENT][POSITIVE] All right, thank you very much.
[CUSTOMER][NEUTRAL] Actually we have a request.
[AGENT][NEUTRAL] Information verified for the patient. I will go ahead and connect you with um our care team to provide to you the claim status.
[AGENT][POSITIVE] Um, I say it's worth it.
[CUSTOMER][NEGATIVE] You are not able to provide me the information.
[AGENT][NEUTRAL] Uh, I will not. I can connect you with the claims department.
[CUSTOMER][NEUTRAL] I don't have the total case. I made a.
[CUSTOMER][NEUTRAL] Which department, which department are you going to transfer this call? Can I have the direct phone number?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] This is not the first time I'm got.
[AGENT][NEUTRAL] It is the same phone number, you just have to um reach out to the different extension. This is customer service. Um, we just um
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] do changes in corrections and the policies.
[CUSTOMER][NEUTRAL] And how long and how long it will take like since you're going to transfer this call?
[AGENT][NEUTRAL] Um, depending on the next person available, it, it can be sick or not. If it's not that sick, uh, I can come back to you and take a callback number, and then we get to call you back.
[CUSTOMER][NEUTRAL] Yes, ma'am, because, you know, like, uh, you know, like, uh, I have, I have already been, uh, one hour waiting for these claims, ma'am.
[AGENT][NEUTRAL] OK. Um, let's see real quick. I will try to connect you as soon as possible with the next representative, um.
[CUSTOMER][NEUTRAL] I already have a pen.
[CUSTOMER][NEUTRAL] Yeah, I was, I was holding with the.
[CUSTOMER][NEUTRAL] Yeah, I was holding uh with one hour continuously. Then I'll connect to you and again, you are going to transfer this call, ma'am.
[AGENT][NEUTRAL] Um, yes, uh, I will be back right away if no one responds back. Does that sound good?
[CUSTOMER][NEUTRAL] Mm. You are on hold.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] This is [PII]. How may I help you?
[AGENT][NEUTRAL] Good afternoon, [PII]. You said [PII], right?
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] Hey, this is Am in customer service. I have [PII] with a provider responses checking on the claim status for policy.
[CUSTOMER][NEUTRAL] OK, I can help with that. uh, what's the policy number?
[AGENT][NEUTRAL] Mhm. That will be 248.
[AGENT][NEUTRAL] 3111.
[CUSTOMER][NEUTRAL] 3111. OK, great, yeah, I can help with that, sure.
[AGENT][NEUTRAL] Um, and everything has been verified.
[CUSTOMER][POSITIVE] OK, I appreciate it. Thanks.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Alright, excuse me, I'm sorry, [PII], this is [PII] in the claims department, um, can look up the claims for you, uh, who is the, uh.