AccountId: 011433970860
ContactId: bb80e85c-e6f6-47ae-8379-f2558f705b13
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215960 ms
Total Talk Time (AGENT): 74440 ms
Total Talk Time (CUSTOMER): 48752 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/bb80e85c-e6f6-47ae-8379-f2558f705b13_20250527T20:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office for checking on claims status.
[AGENT][NEUTRAL] Uh, sure. I can help you check on claim status for a patient. Um, I can grab that, um.
[CUSTOMER][NEUTRAL] Could you please spell your name, please?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This is [PII] in customer service.
[CUSTOMER][NEUTRAL] Could you please spell your name, please?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] May I have your initial of your last name, please?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Thank you so much, [PII].
[CUSTOMER][NEUTRAL] [PII], are you there?
[AGENT][NEUTRAL] Mhm. Um, yes. Can I have the policy number um for the patient that we are verifying the, um, claim?
[CUSTOMER][NEUTRAL] The policy number is 02486627 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] All right. And can you verify the date of birth for the patient we're verifying?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you very much, [PII]. And would you be OK if I go ahead and transfer you to the care team to provide um the claim status?
[CUSTOMER][NEUTRAL] So you are telling that you are transferring this call for the provider service, am I right?
[AGENT][POSITIVE] Mhm, yes, I will.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, I will go ahead and place you on a brief hold, provide the policy number and say that the patient has been verified so they can provide that claim status for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] Hello, good afternoon, [PII]. This is [PII] in customer service. I have Miss [PII] with um calling from a provider's office trying to get a claim status on Miss [PII].
[AGENT][NEUTRAL] Policy number. Policy number is 2486627.
[CUSTOMER][NEUTRAL] OK, and the policy number? Mhm.
[AGENT][NEUTRAL] And she verified the date of birth for me.
[CUSTOMER][NEUTRAL] OK, and what's the caller's name again?
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][POSITIVE] OK, you can send her over. Thank you.
[AGENT][POSITIVE] Thank you. You have a good one.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] You are