AccountId: 011433970860
ContactId: 3b7b72b4-9e57-4e3a-9b73-c25f70f5ffb4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189570 ms
Total Talk Time (AGENT): 52100 ms
Total Talk Time (CUSTOMER): 64209 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/3b7b72b4-9e57-4e3a-9b73-c25f70f5ffb4_20250314T18:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is.
[AGENT][NEUTRAL] [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling for provider's office, Springfield Clinic LLP to check on status of claims. And please be informed the call is recorded and monitored for quality and training purposes.
[AGENT][NEUTRAL] OK [PII], I can help you with claim status. Can you please give me your call back number?
[CUSTOMER][NEUTRAL] Sure. [PII] will be the direct line.
[AGENT][NEUTRAL] OK, thank you. And what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh, unfortunately, sorry, the thing is I don't have any patients information. Can you please help me with the check number?
[AGENT][NEUTRAL] OK, do you have the claim number?
[CUSTOMER][NEUTRAL] No, I don't have claim number 2.
[AGENT][NEUTRAL] OK, and what is the check number?
[CUSTOMER][NEUTRAL] Sure, the check number 617481124.
[AGENT][NEUTRAL] OK, let me put you on hold while I look that up real quick. I'll be right back.
[CUSTOMER][NEUTRAL] So. You are on hold.
[AGENT][NEUTRAL] P
[AGENT][NEUTRAL] A P U B I Q.
[AGENT][POSITIVE] Thank you
[AGENT][NEUTRAL] Hey [PII], so looking at that check number 617481124, that is not a good check number for our company.
[CUSTOMER][NEUTRAL] Yes. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, thank you so much. So you're not able to find any information with the check number, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, can you please tell me the reference number?
[AGENT][NEUTRAL] Yes um you can use my name [PII] in today's date.
[CUSTOMER][POSITIVE] Perfect. To in today's date. OK. Thank you so much for that information, [PII]. And can I get uh initial of your name?
[AGENT][NEUTRAL] You're welcome, [PII].
[AGENT][NEUTRAL] A
[CUSTOMER][POSITIVE] OK. Perfect.
[CUSTOMER][POSITIVE] All right, thank you so much. It's all the information we have needed. Have a good day. Bye bye. Thank you.
[AGENT][POSITIVE] You too, [PII]. Have a wonderful weekend. Thanks for calling APL. Bye bye, sir.
[CUSTOMER][NEUTRAL] Right.