AccountId: 011433970860
ContactId: 1c30d3f4-cbd1-437d-9a29-fb4740b998d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91220 ms
Total Talk Time (AGENT): 29032 ms
Total Talk Time (CUSTOMER): 59388 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/1c30d3f4-cbd1-437d-9a29-fb4740b998d9_20250121T19:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, hello, I'm [PII] calling from provider's office regarding our claims.
[AGENT][NEUTRAL] OK [PII], I can help you with the claim. Can you please give me your call back number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] His son's first name is going to be?
[CUSTOMER][POSITIVE] Just give me a second. I'll help you though.
[CUSTOMER][NEUTRAL] The first name is going to be [PII]. It's [PII] and the last name is [PII]. Mhm.
[AGENT][NEUTRAL] OK. And then what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII], I'm sorry, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And then what is the policy number, please?
[CUSTOMER][NEUTRAL] Yeah, like a policy number is 6081.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] That is our.
[CUSTOMER][NEUTRAL] I'm sorry, 6660801. I'm sorry.
[AGENT][NEUTRAL] OK, that is our um provider payer ID number.
[CUSTOMER][NEUTRAL] OK, it's not, uh, the policy number. Am I right?
[AGENT][NEUTRAL] Right, that's our payer ID number.
[CUSTOMER][POSITIVE] OK, that's the information. Uh, thank you for the information. Thank you for choosing me. Have a wonderful day. Bye.
[AGENT][POSITIVE] You're welcome.