AccountId: 011433970860
ContactId: 097d5452-7568-4e7f-a704-838169eb19d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153210 ms
Total Talk Time (AGENT): 45986 ms
Total Talk Time (CUSTOMER): 35739 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/097d5452-7568-4e7f-a704-838169eb19d3_20250623T14:08_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to assess on a claim.
[AGENT][NEUTRAL] OK, I can verify claim status for you and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] I have D as in Delta 46002398.
[AGENT][NEUTRAL] It's not one of our policy numbers. Do you have the patient's name, date of birth?
[CUSTOMER][NEUTRAL] First name [PII].
[CUSTOMER][NEUTRAL] Last name [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And Ms. [PII], do you have a a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] 1
[AGENT][NEUTRAL] Let me see what state is he from?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK OK um.
[AGENT][NEUTRAL] OK, because I don't show him in our system, um, do you have his social?
[CUSTOMER][NEUTRAL] Uh, one second.
[CUSTOMER][NEUTRAL] I don't. I'm actually showing on the card that he, he has.
[CUSTOMER][NEUTRAL] Three last names actually. So it's [PII].
[CUSTOMER][NEUTRAL] [PII] then cruise.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Uh, no, ma'am, I don't show them in our system. On the card it doesn't show like a policy er number starts with a 01 or 02.
[CUSTOMER][NEUTRAL] It doesn't. I'll reach out to the patient for more information, but thank you for your time.
[AGENT][POSITIVE] Uh yes, ma'am. Thank you for calling APL. Have a great day, Ms. [PII].
[CUSTOMER][NEUTRAL] Do you