AccountId: 011433970860
ContactId: e70aa768-5602-452b-bcbe-0c2d93a91126
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 360410 ms
Total Talk Time (AGENT): 145244 ms
Total Talk Time (CUSTOMER): 103235 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/e70aa768-5602-452b-bcbe-0c2d93a91126_20250414T13:59_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][POSITIVE] Hey [PII], how are you doing today?
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] I'm doing well. How about yourself?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Baptist Primary Care and I am calling um to see, I'm not sure if I'm in the right place, but I'm trying to get a claim status on an older claim.
[AGENT][NEUTRAL] OK, um
[CUSTOMER][NEUTRAL] It's a 23.
[AGENT][NEUTRAL] What was your name again? I didn't catch that. I'm sorry.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you for that, [PII]. And is it possible to get a callback number in the event that we get disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] and that's a direct line.
[AGENT][NEUTRAL] OK, thank you for that and you stated you were calling today because you're inquiring about a claim status on an old claim?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right. We can definitely help you with that. But before we proceed, is it possible to get the um policy number, the name of the person you're inquiring about?
[CUSTOMER][NEUTRAL] Patient's name is um [PII]. Let me spell it for you, [PII]
[CUSTOMER][NEUTRAL] [PII], I mean, I'm sorry. I have this one. [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And [PII] is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, bear with me one moment while I do a name search.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] On the
[AGENT][NEUTRAL] And what state did [PII] live in, do you know?
[CUSTOMER][NEUTRAL] He lives in
[CUSTOMER][NEUTRAL] [PII]. No, he lives in [PII].
[AGENT][NEUTRAL] Do you know the last four digits of his social?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]. It's a she.
[AGENT][NEUTRAL] It's a she.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you don't have the policy number?
[CUSTOMER][POSITIVE] Oh, I'm so, so, so sorry. That's what I was looking for.
[CUSTOMER][NEUTRAL] It's um 021. I don't know what's going on this morning. I am so sorry it's 02158951.
[AGENT][NEUTRAL] Thank you for that. No, it's OK. It's Monday and we're all trying to get with the program again, so I understand. All right. I have located the information and you said date of birth was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And are you able to verify their mailing address as well?
[CUSTOMER][NEUTRAL] The address we have on file is.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that Miss and this, that is what we have on file. So since you are inquiring about a claim and I'm limited to what I can see on that, I'll have to let you speak to someone in our claims department. Is it OK if I transfer you for further assistance?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No problem thank you so much for your help.
[AGENT][POSITIVE] No problem at all, Miss [PII], and just so you know, I'll make sure I get someone before I release you and I will provide all the details so you won't have to repeat that again. Is there anything else I can help you with before I transfer you?
[CUSTOMER][NEUTRAL] No thank you thank you have a wonderful day.
[AGENT][POSITIVE] You have a wonderful day as well, Ms. [PII]. Thanks for calling APL and hold please.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[AGENT][NEUTRAL] Hey [PII], I've got a provider on the back line that's trying to get a claim status on a spouse on a meddling policy.
[CUSTOMER][NEUTRAL] What's the policy number?
[AGENT][NEUTRAL] Policy 215.
[AGENT][NEUTRAL] 89
[AGENT][NEUTRAL] 51.
[AGENT][NEUTRAL] You're speaking to [PII], and she's calling about [PII]. It's a female the way it's spelled. Um, and the callback number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] and I did verify demographics.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Good morning [PII], how you doing?
[AGENT][NEUTRAL] Good morning, hon. I didn't know if that was you or not. So I was like, OK, who am I talking to for a minute?
[CUSTOMER][NEUTRAL] I said it sounds like [PII], but I don't know.
[AGENT][NEUTRAL] Well, it sounded like you and I was like, I don't, OK, is that her? I didn't wanna be like, hey, you're like, oh, it's too early in the morning, girl.
[CUSTOMER][NEUTRAL] Well you
[AGENT][NEUTRAL] Um, but I did verify everything and she just said she was checking on the claim status from back in [PII]. She didn't give me a specific claim number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You can send her over and I'll be able to assist you. You have a good day, [PII].
[AGENT][POSITIVE] You too, [PII]. Thank you.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.