AccountId: 011433970860
ContactId: 0c68d5c0-eb0f-4084-80bd-5cb9f0069ea0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166779 ms
Total Talk Time (AGENT): 43906 ms
Total Talk Time (CUSTOMER): 47014 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/2025/05/22/0c68d5c0-eb0f-4084-80bd-5cb9f0069ea0_20250522T18:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] [PII]. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hi. I'm sorry, I was muted. My name is [PII] calling from Apple Therapy Services, looking for the claim status.
[AGENT][NEUTRAL] OK, [PII], happy to check on a claim. What is the patient policy number, please?
[CUSTOMER][NEUTRAL] Policy number I have listed, it is.
[CUSTOMER][NEUTRAL] 681.
[CUSTOMER][NEUTRAL] 661-426.
[AGENT][NEUTRAL] That's too long to be one of our policy numbers, [PII]. Do you have their name or social? We can check by that.
[CUSTOMER][NEUTRAL] Uh name starts with [PII] Last name is [PII] And the date of birth, I have listed [PII].
[AGENT][NEUTRAL] Last name is [PII] 0 cc [PII]
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Do you have by chance a claim number?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Let me check.
[CUSTOMER][NEUTRAL] No, I'm checking the general status.
[AGENT][NEUTRAL] Nothing's coming up by that name. Do you have their social by chance or no?
[CUSTOMER][NEGATIVE] Uh, unfortunately, no. I have only the thing that I gave you.
[AGENT][NEUTRAL] Nothing's coming up by that name, unfortunately. Last name [PII] [PII], first name [PII]
[CUSTOMER][POSITIVE] Yes, exactly.
[AGENT][NEGATIVE] I'm not able to find a member plan with that information.
[CUSTOMER][NEUTRAL] OK, sure.
[CUSTOMER][POSITIVE] No problem. I will uh get back uh when I have the correct information. Thank you so much. No problem.
[AGENT][NEUTRAL] Sure. Bye-bye.