AccountId: 011433970860
ContactId: b23e0341-846a-436b-85ae-13a68f468c8a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135779 ms
Total Talk Time (AGENT): 41095 ms
Total Talk Time (CUSTOMER): 61328 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/b23e0341-846a-436b-85ae-13a68f468c8a_20250407T16:50_UTC.wav
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[AGENT][NEUTRAL] For calling APO, my name is [PII]. How can I assist you today?
[CUSTOMER][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.
[AGENT][POSITIVE] I'd be happy to assist. What's that policy number?
[CUSTOMER][NEUTRAL] Policy number is 2581587. It's on a Ms. [PII] or, excuse me, Wright, the spouse. And I did verify everything you're speaking to Ms. [PII].
[AGENT][POSITIVE] Alright thank you so much.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] You want the callback number was?
[AGENT][POSITIVE] Yeah, I'm ready.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright thank you.
[CUSTOMER][POSITIVE] Thank you, here she is, have a good day.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hi, this is [PII] with ATL claims department. How are you?
[CUSTOMER][POSITIVE] Good how are you?
[AGENT][NEUTRAL] I'm good. I understand you were calling in regards to claim status.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what's that date of service?
[CUSTOMER][NEUTRAL] Um, it is, sorry, I had to get to another screen.
[CUSTOMER][NEUTRAL] And the data service was 224-25.
[AGENT][NEUTRAL] OK, I'm not sure we have that on file.
[CUSTOMER][NEUTRAL] Oh, she just said she did see it.
[AGENT][NEUTRAL] We have a 221, but we don't have a 224 maybe that's what she saw, but I don't see any claims for that data service.
[CUSTOMER][NEUTRAL] Hm, is there somewhere that I can send it to? Can I fax it or?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm our fax number is [PII].
[CUSTOMER][NEUTRAL] Sure
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Does it need a cover letter or anything like that?
[AGENT][NEUTRAL] Just attention to claims, that's all.
[CUSTOMER][NEUTRAL] OK, alright, well I'll resend it right now.
[AGENT][NEUTRAL] Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too.