AccountId: 011433970860
ContactId: fc74a0d7-6a59-489c-b51d-048527e6276c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214740 ms
Total Talk Time (AGENT): 81485 ms
Total Talk Time (CUSTOMER): 56168 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/fc74a0d7-6a59-489c-b51d-048527e6276c_20250204T21:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII] calling from the provider's office, PH University Medical Group. I need to check claim status, please.
[AGENT][NEUTRAL] Alright. Just a second. Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I am unable to provide um claims um status, but I can take all the information for the patient and transfer you to the correct department. Does that sound good?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, Ms. [PII], what is his policy number or hers?
[CUSTOMER][NEUTRAL] 02554930
[AGENT][NEUTRAL] Alright, and can I have the name and date of birth for the patient, please?
[CUSTOMER][NEUTRAL] [PII] and the last name is spelled [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, and can we verify his date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] All right. Thank you very much, Ms. [PII]. I will go ahead and transfer you to the um claims department and they will be giving you that claim status, all right?
[CUSTOMER][POSITIVE] OK, thank you, uh huh.
[AGENT][POSITIVE] Thank you. Have a nice day.
[CUSTOMER][NEGATIVE] You too. You are on hold.
[AGENT][NEUTRAL] Next.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[AGENT][NEUTRAL] Good afternoon, Ms. [PII].
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] Hey, I have um Ms. [PII] from a provider's office with um a question about the claim status for a patient.
[CUSTOMER][NEUTRAL] OK, alright, and um did you get [PII]'s callback number?
[AGENT][NEUTRAL] No, but I wrote down the one that she's calling from that [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK alright you can go and put her through and I'll get the information from her.
[AGENT][NEUTRAL] All right, um, I already have the policy number and verify the name and date of birth.
[AGENT][NEUTRAL] If you'd like to take that.
[CUSTOMER][NEUTRAL] OK, what's the
[CUSTOMER][NEUTRAL] Sure, what's the policy number?
[AGENT][NEUTRAL] That will be 255.
[AGENT][NEUTRAL] 49.
[AGENT][NEUTRAL] 30.
[CUSTOMER][NEUTRAL] OK, alright, let me pull that up real quick and I can take her now.
[AGENT][POSITIVE] All right, thank you. Have a nice day.
[CUSTOMER][POSITIVE] All right. Thank you. You too. You take care. Bye-bye.
[AGENT][POSITIVE] Thanks.
[CUSTOMER][NEGATIVE] You are on hold.