AccountId: 011433970860
ContactId: 31439dc7-3cee-4267-9327-20cd8bd904e0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 75830 ms
Total Talk Time (AGENT): 30710 ms
Total Talk Time (CUSTOMER): 16790 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/31439dc7-3cee-4267-9327-20cd8bd904e0_20250415T15:50_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office to check on the claim status.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the claim status. [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And how many claims do you have in total today?
[CUSTOMER][NEUTRAL] One
[AGENT][NEUTRAL] OK. May I have the member's policy number?
[CUSTOMER][NEUTRAL] D as in Delta, 43731772.
[AGENT][NEUTRAL] OK, and do you have a copy of the member's ID card available?
[CUSTOMER][NEUTRAL] Um, just a moment, let me check here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, on the card, do you see anywhere that says policy er number? It should start with a 01 or 02.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Does it say in hospitals or outpatient policy certification number?