AccountId: 011433970860
ContactId: 27df206d-d240-4f09-b82e-85217fa095b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200220 ms
Total Talk Time (AGENT): 52028 ms
Total Talk Time (CUSTOMER): 72188 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/27df206d-d240-4f09-b82e-85217fa095b9_20250220T15:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hi, this is [PII] calling from Providers Office care anesthesia specialist looking for a claim status.
[AGENT][NEUTRAL] I'm sure, [PII] I can assist you with claim status. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Policy number is 60801.
[AGENT][NEUTRAL] No, that's our payer ID. What's the policy number?
[CUSTOMER][NEUTRAL] Um, just a moment.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] 67,790.
[AGENT][NEUTRAL] What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII], and date of birth is [PII].
[AGENT][NEUTRAL] OK. That's not her policy number either. Do, do you have her social security number?
[CUSTOMER][NEUTRAL] Um, let me check that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I have the last four digits of the social security number.
[AGENT][NEUTRAL] OK, I would need the full social. Um, I could look, check by her name. What's her last name?
[CUSTOMER][NEUTRAL] Her last name is spelled as [PII].
[AGENT][NEUTRAL] And her first name?
[CUSTOMER][NEUTRAL] First name spelled as [PII].
[AGENT][NEUTRAL] OK, one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, no one's coming up in our system under that name either.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][POSITIVE] Thank you so much for that information. I appreciate that. Can you spell your name for me with the last name?
[AGENT][NEUTRAL] My name is [PII]. It's spelled [PII] My last initial is [PII], and my name in today's date is your reference number.
[CUSTOMER][POSITIVE] Thank you so much for the information. I appreciate that.
[AGENT][NEUTRAL] OK, thank you, [PII] for calling APL. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] I think it's enough really appreciate that. Bye for now. Take care.
[AGENT][NEUTRAL] Mhm. Thank you for calling APL bye.