AccountId: 011433970860
ContactId: e84059b3-9c9f-4414-9f7d-a79d56857a2e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210720 ms
Total Talk Time (AGENT): 92940 ms
Total Talk Time (CUSTOMER): 63620 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/e84059b3-9c9f-4414-9f7d-a79d56857a2e_20250130T16:22_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello [PII], this is [PII]. Last news to [PII].
[CUSTOMER][NEUTRAL] I'm calling from office looking for claim status.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you. You said your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, thank you, [PII]. And what is a good callback number?
[CUSTOMER][NEUTRAL] Callback number is gonna be [PII].
[AGENT][NEUTRAL] Thank you, [PII] and the policy number?
[CUSTOMER][NEUTRAL] Yeah, the policy number is going to be.
[CUSTOMER][NEUTRAL] 001866960. M as in Mary, L as in Lima, number 8.
[AGENT][NEUTRAL] And the patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] Mhm. The first name is [PII] and the last name is
[CUSTOMER][NEUTRAL] [PII] Date of birth [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And you were needing eligibility, is that correct, [PII]?
[AGENT][NEUTRAL] Our claim status.
[CUSTOMER][NEUTRAL] The claim status.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And [PII], what is the data service?
[CUSTOMER][NEUTRAL] Data service is uh data services [PII].
[AGENT][NEUTRAL] Thank you. And I'm checking um [PII], now the policy number you gave me turned on 10-124.
[AGENT][NEUTRAL] The patient does have an active policy for your data service. Can I give you the correct policy number?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] The correct policy number is 257.
[AGENT][NEUTRAL] 0166.
[AGENT][NEUTRAL] The effective date on this policy is.
[AGENT][NEUTRAL] [PII] and current.
[AGENT][NEUTRAL] And we do not have a claim on file for the patient.
[CUSTOMER][NEUTRAL] OK, so should I build the claim with this policy number under this policy number, right?
[AGENT][NEUTRAL] That's correct. If you can resubmit the claim with that policy number, you can actually fax the claim to our claims department.
[CUSTOMER][POSITIVE] OK, no worries, thank you so much and I didn't get your name, your name is?
[AGENT][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] And it was a pleasure to assist you with that claim status. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] Yeah, the reference number, please.
[AGENT][NEUTRAL] Reference number is my name and today's date.
[CUSTOMER][POSITIVE] OK [PII], thank you so much. That's all from us right you have a wonderful day.
[AGENT][POSITIVE] I hope you have a wonderful day as well, [PII]. It was a pleasure to assist you and thank you for calling APL. Take care.
[CUSTOMER][NEUTRAL] Mhm. Bye-bye.
[AGENT][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Look like what happens to cousins.
[AGENT][NEUTRAL] Look at, but at least you're