AccountId: 011433970860
ContactId: ac9b106b-bdb2-4f48-8171-bdb7fa2e8096
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 343369 ms
Total Talk Time (AGENT): 123775 ms
Total Talk Time (CUSTOMER): 61667 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/ac9b106b-bdb2-4f48-8171-bdb7fa2e8096_20250407T16:45_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEGATIVE] Hi there I'm trying to check the status of the claim, and when I went online it says it didn't find anything.
[AGENT][NEUTRAL] OK, um, but before we proceed, is it possible to get your name and a callback number in the event that we get disconnected please?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Sure. My name is [PII]. It's [PII]
[AGENT][POSITIVE] Thank you, Ms. [PII]. What's the best number to reach you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And you said that you were calling today to check the claim status on a claim and you went online, but it's not showing that it's there.
[CUSTOMER][NEUTRAL] Yeah, it, it, yeah, it says that the information I entered isn't found. Please call on that number.
[AGENT][NEUTRAL] OK, do you happen to have the policy number of who you're inquiring about?
[CUSTOMER][NEUTRAL] I do mhm.
[AGENT][NEUTRAL] OK, what is it?
[CUSTOMER][NEUTRAL] It's 025815887.
[AGENT][NEUTRAL] And when you entered the information you did use the policy number, correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, and just to verify, can you verify the patient's full name and date of birth, please?
[CUSTOMER][NEUTRAL] April right, um, [PII].
[AGENT][NEUTRAL] Thank you for that, Ms. [PII]. And are you also able to verify their mailing address as well, please?
[CUSTOMER][NEUTRAL] Sure. Um, it is [PII].
[AGENT][NEUTRAL] Thank you for that and that is what we have on file. Let me check and see what's going on, bear with me.
[AGENT][NEUTRAL] Was this claim sent to us in February?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I can see the claim, um, but I'm limited to what I can, the details on it, so I will have to let you speak to someone in our claims department and they should be able to assist you with the message you're you're getting on the online service center as well. Is it OK if I transfer you for further assistance?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] All right. I'm gonna place you on a brief hold while I get someone to assist you further. I will make sure I get someone and provide all the details so you won't have to repeat all that again.
[CUSTOMER][POSITIVE] OK great thank you.
[AGENT][POSITIVE] Thank you for calling APL. You have a wonderful day and hold please.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][POSITIVE] You're welcome. Thank you.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][POSITIVE] I think I did that right.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Uh, calling APO. My name is [PII]. How can I assist you today?
[AGENT][NEUTRAL] Hey [PII], I've got a provider on the back line who is wanting to check the claim status on a patient. She attempted to do this on the online service center, but it's telling her they can't locate it, and I do see something, but I, I don't know what the status of it is.
[CUSTOMER][POSITIVE] I'd be happy to assist. What's that policy number?
[AGENT][NEUTRAL] Policy number is 2581587. It's on a Miss [PII] or, excuse me, [PII], the spouse. And I did verify everything you're speaking to Ms. [PII].
[AGENT][NEUTRAL] And
[CUSTOMER][POSITIVE] Alright thank you so much.
[AGENT][NEUTRAL] You want the callback number was?
[CUSTOMER][POSITIVE] Yeah, I'm ready.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] Thank you, here she is, have a good day.
[CUSTOMER][NEUTRAL] OK.