AccountId: 011433970860
ContactId: 32b346ec-7202-4e8f-a82f-c801fbb60d41
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180339 ms
Total Talk Time (AGENT): 36170 ms
Total Talk Time (CUSTOMER): 66583 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/32b346ec-7202-4e8f-a82f-c801fbb60d41_20250625T21:20_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from provider office just checking on claim status.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Because the callback number would be [PII]. The extension is [PII].
[AGENT][NEUTRAL] OK, and the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, the policy number of the patient that is uh
[CUSTOMER][NEUTRAL] 0000
[CUSTOMER][NEUTRAL] 08668692.
[AGENT][NEUTRAL] Um, that's not one of our policy numbers. Do you have the last name?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The patient's last name is uh [PII].
[AGENT][NEUTRAL] And how do you spell it?
[CUSTOMER][NEUTRAL] OK, that is uh [PII].
[AGENT][NEUTRAL] And first name?
[CUSTOMER][NEUTRAL] The first name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Uh, give me just a moment.
[AGENT][NEUTRAL] It's.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do you know what state that tell us?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] You know the state of residence?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] I'm not pulling up that information in our system.
[AGENT][NEUTRAL] You have a group number
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Mm, the group number, no, I don't have a group number, so.
[CUSTOMER][NEUTRAL] You have a patient's information in your systems, right?
[AGENT][NEUTRAL] I can't locate the patient with the information you've provided.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, [PII], thank you. Is there any reference to this information?
[AGENT][NEUTRAL] That's my name, [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you [PII]. Have a great day.
[AGENT][POSITIVE] Thank you for calling APL. You too. Bye bye.