AccountId: 011433970860
ContactId: 01c2ed72-1c02-4498-b196-b33e1b0aa8cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176350 ms
Total Talk Time (AGENT): 37372 ms
Total Talk Time (CUSTOMER): 59574 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/01c2ed72-1c02-4498-b196-b33e1b0aa8cf_20250611T19:54_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Oh hi, my name is [PII]. Hello, am I audible?
[AGENT][NEUTRAL] OK, yes, I can hear you now. Yes.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Oh, hi, hi, my name is [PII] calling from provider office. Could you provide me claim status?
[AGENT][NEUTRAL] OK, yes, I can help you with claim status [PII]. Do you have a call back number?
[CUSTOMER][NEUTRAL] Oh yes.
[AGENT][NEUTRAL] OK. What is it?
[CUSTOMER][NEUTRAL] Mm, just hold I provide you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And the policy number for the patient?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] 045 053842.
[AGENT][NEUTRAL] Um, it's not one of our policy numbers. Do you have the last name or social?
[CUSTOMER][NEUTRAL] Oh, yes.
[CUSTOMER][NEUTRAL] Patient name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Last name is [PII].
[CUSTOMER][NEUTRAL] Uh yes. No, [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, how do you spell?
[CUSTOMER][NEUTRAL] Uh no, [PII] Uh yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEUTRAL] Oh yes.
[AGENT][NEUTRAL] What was the first name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm not pulling up that information in our system. Do you have a group number by chance?
[CUSTOMER][NEUTRAL] Uh, no, sorry, I don't have group num uh number.
[AGENT][NEGATIVE] Uh, unable to locate the with the information you provided.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day. Bye bye.