AccountId: 011433970860
ContactId: e5d78f93-9217-460b-a736-8f5958c330b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157990 ms
Total Talk Time (AGENT): 52299 ms
Total Talk Time (CUSTOMER): 66491 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/e5d78f93-9217-460b-a736-8f5958c330b9_20250310T15:54_UTC.wav
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[AGENT][POSITIVE] And thanks for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII] and customer service. How are you doing today?
[AGENT][POSITIVE] I'm doing good how are you?
[CUSTOMER][NEUTRAL] I'm good. I have a question. So since they added this channel for claim support, uh, are you all for all claims or just like certain ones?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, probably for all, no, we're, we're for all.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, because I have a dental claim I didn didn't know if I was supposed to send it to the dental queue or claim support.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. Uh, policy number is 247-4919.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, the caller's name is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and she's calling from Doctor [PII]'s office. Her callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and what is she calling about?
[CUSTOMER][NEUTRAL] And I did verify the uh she's checking claim status on the part one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I did verify the, uh, patient's name and date of birth.
[AGENT][NEUTRAL] OK, you can send her over.
[CUSTOMER][POSITIVE] All right, thank you so much. Have a good day.
[AGENT][POSITIVE] OK, you're welcome.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye bye.
[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi I was calling to follow up on a claim for a patient.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And um that's gonna be for patient [PII], is that correct?
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and can you verify the date of service for me please?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm showing that that claim was processed on [PII].
[AGENT][NEUTRAL] And we are waiting to verify eligibility on that claim.
[CUSTOMER][NEUTRAL] OK, like from the member or?
[AGENT][NEUTRAL] Uh, let me see what this remark.
[AGENT][NEUTRAL] OK, so that eligibility would come from the employer.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alrighty, was there anything else I can help you with on today?
[CUSTOMER][POSITIVE] Uh, not today, but thank you.
[AGENT][POSITIVE] OK, well thanks for calling APL you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Alright bye bye.
[CUSTOMER][NEUTRAL] Mm bye.