AccountId: 011433970860
ContactId: b65fd74c-569c-46d3-b60d-0f2a564f427c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 554770 ms
Total Talk Time (AGENT): 99829 ms
Total Talk Time (CUSTOMER): 65433 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/b65fd74c-569c-46d3-b60d-0f2a564f427c_20250519T20:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, um, I'm calling because I wanted to follow up about a check that I never received.
[AGENT][POSITIVE] All right. I'll be happy to help you with booking that checkup today. What's your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] 0
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright and uh just in case we get disconnected what's a good phone number I can reach you back at?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. And do you have a policy number?
[CUSTOMER][NEUTRAL] Uh, the policy number I'm calling from a provider's office, it's uh 02.
[CUSTOMER][NEUTRAL] 013247
[AGENT][NEUTRAL] Alright. uh 02013247.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, so you're calling regarding payment on a claim.
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And what's the name of the office you're calling from?
[CUSTOMER][NEUTRAL] Uh, Grace Anesthesia consultants.
[AGENT][NEUTRAL] What was the first word?
[CUSTOMER][NEUTRAL] 3
[AGENT][NEUTRAL] OK, Grace anesthesia consultants.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, and what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] And uh [PII].
[AGENT][POSITIVE] Alright, Ms. [PII], thank you so much for verifying that information for me. Hold on just a moment. I'm gonna get you on the line with our claims department so that they can check on that, uh, payment for you, OK.
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] Was there anything else I could do for you before I transferred to you?
[CUSTOMER][NEUTRAL] No that be.
[AGENT][POSITIVE] Alright well thank you so much for calling APL and I hope you have a wonderful rest of your day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, this is [PII] in customer service how are you?
[CUSTOMER][POSITIVE] Oh hey good how are you?
[AGENT][NEUTRAL] I'm good. Um, I have a provider on the line calling to check um on a claim payment they haven't received.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, uh, do you have that provider's name?
[AGENT][NEUTRAL] Um, her name is [PII] and she's calling from [PII] Consultant.
[CUSTOMER][NEUTRAL] OK, do you have the policy number this is regarding?
[AGENT][NEUTRAL] It is 201.
[AGENT][NEUTRAL] 324 7.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And her callback number is also different than what's showing up on AWS.
[CUSTOMER][NEUTRAL] OK, um, what was the call back?
[AGENT][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK and then um did she say which member this was for and did she verify them?
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] Yes, it is [PII]. She verified the date of birth.
[CUSTOMER][POSITIVE] Awesome. Alright, I appreciate it, memory you can send her over.
[AGENT][POSITIVE] All right, here she comes. Thank you.
[CUSTOMER][POSITIVE] All right, thank you. Bye bye.
[AGENT][NEUTRAL] Bye.