AccountId: 011433970860
ContactId: 0d3d8dd4-2a7f-4009-a56f-bb4e97d1c4a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179789 ms
Total Talk Time (AGENT): 48616 ms
Total Talk Time (CUSTOMER): 96109 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/0d3d8dd4-2a7f-4009-a56f-bb4e97d1c4a8_20250506T20:05_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider office. You know the claim status?
[AGENT][NEUTRAL] OK, I can help you with claim status. Can you please spell your first name for me?
[CUSTOMER][NEUTRAL] Yes, it is [PII], and [PII] is my first name, it is [PII].
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] And then what is your call back number Miss [PII] just in case the call's dropped I can call you back.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. This is, I will provide to you. Um,
[CUSTOMER][NEUTRAL] Yeah. It is [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Thank you ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, the member ID is G for girl, 000029090.
[CUSTOMER][NEUTRAL] Sorry, sorry. It is a group number. Uh, the member ID is T for Tom, C for cow.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 606073-4.
[CUSTOMER][NEUTRAL] And the
[AGENT][NEUTRAL] OK, that is not one of our member ID numbers or one of our groups.
[CUSTOMER][NEUTRAL] OK, sir.
[CUSTOMER][NEUTRAL] Um, if you can, can you transfer to proper department?
[AGENT][NEUTRAL] To which department?
[CUSTOMER][NEUTRAL] Um, uh, may I know which department is this, uh, member ID is?
[AGENT][NEUTRAL] It's not with APL it's not one of our departments.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, can I get your call reference number?
[AGENT][NEUTRAL] Yes, you can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] OK. Thank you so much, sorry. Um, that's it.
[AGENT][NEUTRAL] You're welcome, [PII].
[AGENT][POSITIVE] OK. Well, you have a, a good night and thank you for calling ATL Ms [PII].
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] Thank you. Have a nice day. Bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[AGENT][POSITIVE] You too thank you bye bye.