AccountId: 011433970860
ContactId: 0b1550ff-6795-4977-9e95-425dd6042d84
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163000 ms
Total Talk Time (AGENT): 60762 ms
Total Talk Time (CUSTOMER): 49073 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/0b1550ff-6795-4977-9e95-425dd6042d84_20250514T17:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from NYU to check claim status.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status sir. May I please get your call back number just in case the call is dropped.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yeah, patient's name is [PII] and the date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the member ID is 890.
[CUSTOMER][NEUTRAL] 81,148,900.
[AGENT][NEUTRAL] OK. Do you see a different, um, policy number? That is not one of APL's policy numbers.
[CUSTOMER][NEUTRAL] Uh oh.
[CUSTOMER][NEUTRAL] No, I have one, only one policy number.
[AGENT][NEUTRAL] OK. Do you have the social?
[CUSTOMER][NEUTRAL] No, I don't, I don't have the social.
[AGENT][NEUTRAL] OK, and you spell the first name [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Last name is [PII]
[CUSTOMER][POSITIVE] Yeah, you're right.
[AGENT][NEUTRAL] OK, let me look and see if I can find him by his name.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and what state does [PII] live in?
[CUSTOMER][NEUTRAL] State
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] [PII]. OK, I am not showing up [PII] in my system from [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Could you please spell your name for documentation purpose?
[AGENT][NEUTRAL] Yes, it's [PII]
[CUSTOMER][NEUTRAL] OK. And can I get a call reference number for this call?
[AGENT][NEUTRAL] Yes, sir. You can use my name and today's date.
[CUSTOMER][POSITIVE] OK. OK. Thanks for your assistance. Have a great day.
[AGENT][POSITIVE] You too, [PII]. You have a wonderful day also and thank you for calling APL sir.
[AGENT][NEUTRAL] Bye-bye.