AccountId: 011433970860
ContactId: 2a047a2c-0cba-4b08-91ba-b6818d561ce7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218479 ms
Total Talk Time (AGENT): 47420 ms
Total Talk Time (CUSTOMER): 48691 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/2a047a2c-0cba-4b08-91ba-b6818d561ce7_20250129T20:58_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII] calling from provider office for that.
[AGENT][NEUTRAL] Sure, I can assist you with claim status, Mr. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah, policy number is uh
[CUSTOMER][NEUTRAL] 000008215086.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] That's not one of our policy numbers. Do you have the copy of the card?
[CUSTOMER][NEUTRAL] Mm, hold on, I will check.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] No, we have no card copy.
[AGENT][NEUTRAL] OK, and do you want me to do a name, sir?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] What you're asking?
[AGENT][NEUTRAL] Do you want me to do a name search?
[CUSTOMER][NEUTRAL] Yeah, OK. First name is [PII].
[CUSTOMER][NEUTRAL] And last name, [PII]
[AGENT][NEUTRAL] We just spelling of the last name.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK. The first name is [PII]
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment, let me see if I can find this member.
[AGENT][NEUTRAL] I don't have a gene in our system.
[CUSTOMER][POSITIVE] OK, no problem. Thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[AGENT][NEUTRAL] Mr. [PII].
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] No.