AccountId: 011433970860
ContactId: bca5915d-71be-4d89-88ed-33eff4e8f580
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 311179 ms
Total Talk Time (AGENT): 101532 ms
Total Talk Time (CUSTOMER): 70331 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/bca5915d-71be-4d89-88ed-33eff4e8f580_20250228T18:03_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, uh, hello, this is [PII]. I'm calling from provider's office to check the medical claim status.
[AGENT][NEUTRAL] OK, you're calling from whose office? I'm sorry?
[CUSTOMER][NEUTRAL] It's in Florida Massey Hospital.
[AGENT][NEUTRAL] OK, do you have a claim number?
[CUSTOMER][NEUTRAL] Oh, sorry, we did not have a claim number. I have policy name and uh date of birth and the number.
[AGENT][NEUTRAL] OK, you do have a policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number is 20518881.
[CUSTOMER][NEUTRAL] They
[AGENT][NEUTRAL] OK, um, I'm gonna have to get you over to our claims department, but I'm gonna verify.
[AGENT][NEUTRAL] Give me just a second.
[AGENT][NEUTRAL] Um, who is the
[AGENT][NEUTRAL] What's the person's last name?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, yes, I remember last name is [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Can you spell it for me?
[CUSTOMER][NEUTRAL] Uh yes, yes. [PII].
[AGENT][NEUTRAL] OK, um, give me just a second.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] APL, this is [PII]. How may I assist you today?
[AGENT][NEUTRAL] Hey [PII], it's Morgan Webb and Broker Resources. How are you?
[CUSTOMER][POSITIVE] Good, how are you doing?
[AGENT][NEUTRAL] Good. I have somebody who is trying to um get claim status. They gave me a policy number. I cannot find it and I, I really cannot understand like what they're saying.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I can, the policy number that he gave me is 205188.
[AGENT][NEUTRAL] And then I think there's another 8 and then 1.
[AGENT][NEUTRAL] The 3rd 8 could be wrong.
[AGENT][NEUTRAL] Let's see if you could pull anything up.
[CUSTOMER][NEUTRAL] So the number that you gave me was Doris and this is a Medlink policy. It wouldn't be cancer.
[AGENT][NEUTRAL] OK, so call. OK, so I'm gonna call them at link. Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][POSITIVE] Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Ferring.
[CUSTOMER][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[AGENT][NEUTRAL] Hey [PII], it's Morgan Webb out of Broker Resources. How are you?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm well um I have a somebody who's calling for claim status, and I really cannot understand them. I've asked for the policy number. Um, what I, what they gave me was 2051881.
[AGENT][NEGATIVE] I don't feel like this is the last name that I tried to have him spell.
[AGENT][NEUTRAL] Um, cause it pulls up [PII], right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] Yeah, I'm not positive that this is the correct policy number.
[AGENT][POSITIVE] Do you mind speaking with him or do you want? OK, I'll join you guys thank you so much.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I have claims on the line for you.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hi, this is [PII] with APL claims department. How are you?
[CUSTOMER][POSITIVE] Yeah, hello. This is [PII]. Uh, I'm fine. What about you? Thanks so much for asking.
[CUSTOMER][NEUTRAL] Hi [PII], um, and I understand you're calling for.