AccountId: 011433970860
ContactId: 37f79d6a-b3fb-45ab-b350-4d4dc4daaab8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186740 ms
Total Talk Time (AGENT): 39835 ms
Total Talk Time (CUSTOMER): 49955 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/37f79d6a-b3fb-45ab-b350-4d4dc4daaab8_20250228T15:59_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the provider office. [PII], I was looking for a claim status for the patient. Can you please help me with that?
[AGENT][POSITIVE] Yeah, I'm happy to help. Do we have a policy number?
[CUSTOMER][NEUTRAL] Yeah, I do have the policy number on me. And it's P as in Paris, A as in Alpha.
[CUSTOMER][NEUTRAL] N as in Nick, 8, G as in green, 4 consecutive 0 and 72.
[AGENT][NEUTRAL] That wouldn't be a policy number of ours. Do you have their name or social? I can search for them that way.
[CUSTOMER][NEUTRAL] Yes, uh, sir, I have the name of the patient and it's [PII].
[AGENT][NEUTRAL] Can you spell the last name, please?
[CUSTOMER][NEUTRAL] Yeah, sure. It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Let me take a look here.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And the first name is [PII], correct?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And the first name just to confirm, is spelled [PII]
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] Not finding anything under that name. Do you have a
[AGENT][NEUTRAL] Social, anything else?
[CUSTOMER][NEUTRAL] Uh, let me check it for you. Just a moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, sorry, sir. I don't have any social for this patient. I'm sorry. Uh, this is the information I do have for the patient.
[CUSTOMER][POSITIVE] Still, you're not able to pull out any information. Uh, it's OK, no problem at all. Thanks for your help. I appreciate that. I hope you have a wonderful day. Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] You too. Bye-bye.