AccountId: 011433970860
ContactId: 0a7fc601-d31b-4eba-82b9-20c26d7c7ee9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 71360 ms
Total Talk Time (AGENT): 21090 ms
Total Talk Time (CUSTOMER): 41178 ms
Interruptions: 1
Overall Sentiment: AGENT=2.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/0a7fc601-d31b-4eba-82b9-20c26d7c7ee9_20250225T17:23_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from provider's office to check on a claim status.
[AGENT][POSITIVE] All right. It would be my pleasure to assist you. You said your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you. And what is the callback number, please?
[CUSTOMER][NEUTRAL] Yes, the best callback number is [PII].
[AGENT][NEUTRAL] Thank you and what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Yes. The policy ID number is W as in Whiskey S as in Sierra.
[CUSTOMER][NEUTRAL] Uh, just a second.
[CUSTOMER][NEUTRAL] One second, I'm sorry.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, it's W as in Whiskey, S as in Sierra 00766588.
[CUSTOMER][NEUTRAL] So insurance is uh in the.
[AGENT][NEUTRAL] And that is not the APL policy certificate number. Do you happen to have the ID card?