AccountId: 011433970860
ContactId: 05637159-8a7c-44fc-a5b9-fc8b96a7f88d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145880 ms
Total Talk Time (AGENT): 48362 ms
Total Talk Time (CUSTOMER): 59839 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/05637159-8a7c-44fc-a5b9-fc8b96a7f88d_20250220T15:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hi, this is [PII] calling from Providers Office Care anesthesia specialist looking for a claim status.
[AGENT][NEUTRAL] I'm sure [PII] can assist you with um claim status. First, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Just a moment. It's 23,350.
[AGENT][NEUTRAL] OK, that's not one of our policy numbers. I can look up the member by name and date of birth. What's the last name?
[CUSTOMER][NEUTRAL] Um, last name spelled as [PII].
[AGENT][NEUTRAL] And the first name, please?
[CUSTOMER][NEUTRAL] Spelled as [PII].
[AGENT][NEUTRAL] OK. Thank you. One moment, please.
[AGENT][NEUTRAL] OK, no one's coming up in our system under that name, [PII].
[CUSTOMER][NEUTRAL] OK, got it. Uh, can you
[CUSTOMER][NEUTRAL] Um, just a moment.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] OK, got it. Yeah, unable to pull the number.
[AGENT][NEUTRAL] That's correct, not by the information you've given me.
[CUSTOMER][POSITIVE] OK, got it. Thank you so much. Can you spell your name for me with the initial last name and a good uh call reference number?
[AGENT][NEUTRAL] Yes, the call reference number is my name and today's date. My name is [PII]. It's spelled [PII] My last initial is [PII], and today's date. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] I think it's OK thank you so much.
[AGENT][POSITIVE] OK, I thank you again, [PII] for calling APL. You have a great day. Bye.
[CUSTOMER][NEUTRAL] Bye bye.