AccountId: 011433970860
ContactId: 0a99a8db-b9e4-4605-bf1e-eec8fc2ac87f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141750 ms
Total Talk Time (AGENT): 56213 ms
Total Talk Time (CUSTOMER): 35282 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/0a99a8db-b9e4-4605-bf1e-eec8fc2ac87f_20250609T20:48_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi there, I just wanted to check on a claim status. I'm calling from the provider's office.
[AGENT][NEUTRAL] OK, I verify claim status for you. And your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Miss [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Policy number is D42032113.
[AGENT][NEUTRAL] Uh, it's not one of our policy numbers. Do you have the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Um, the name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Uh, what state is the patient from?
[CUSTOMER][NEUTRAL] Mm let me check.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] His address is in [PII].
[AGENT][NEUTRAL] OK, I don't show that, uh, patient in our system.
[AGENT][NEUTRAL] Do you have a copy of the card?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I do have a copy of the card.
[AGENT][NEUTRAL] Does it say APL or does it show 90 degree or IMA benefits?
[CUSTOMER][NEUTRAL] It says.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] 90 degree benefits.
[AGENT][NEUTRAL] OK. Uh, you will have to contact them as far as benefits because I don't show the patient has or claim status, I'm sorry, because I don't show the person has a policy with our company and I can give you their phone number.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, it is [PII].
[AGENT][NEUTRAL] [PII] option 1.
[CUSTOMER][POSITIVE] OK perfect I will try that thank you so much.
[AGENT][POSITIVE] Yes ma'am, thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.