AccountId: 011433970860
ContactId: 3d01bb19-fe09-49de-8263-b43d384d49fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132339 ms
Total Talk Time (AGENT): 49719 ms
Total Talk Time (CUSTOMER): 66116 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/3d01bb19-fe09-49de-8263-b43d384d49fc_20250203T19:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is.
[AGENT][NEUTRAL] How can I help you?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Hi, this is [PII] here calling from the provider's office and looking for the medical claim status.
[AGENT][NEUTRAL] OK, I could check on a claim for you. uh, you said your name was [PII]?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][POSITIVE] OK, can I get a good call back number from you real quick in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then did you have that policy number?
[CUSTOMER][NEUTRAL] Yes, 7200000125.
[AGENT][NEUTRAL] OK, so that's gonna be a bit too long to be one of our policy numbers, [PII], um, do you maybe have their social? I could search for them that way.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, can you check with the name and the date of birth?
[AGENT][NEUTRAL] Oh sure, if you wouldn't mind spelling out the first and last name for me.
[CUSTOMER][NEUTRAL] Yes, first name I have is [PII]. Last name I have is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII], uh, date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you so much for verifying that [PII] give me just a moment.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I do not have anyone with that name in our system, [PII].
[CUSTOMER][NEUTRAL] Oh, OK. Can you please, uh, spell your name?
[AGENT][NEUTRAL] Yes, my name is spelled [PII]
[CUSTOMER][NEUTRAL] OK. And [PII], uh, can you please provide me the call reference number?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. Uh, so my last initial is [PII] and was there anything else I could help you with [PII]?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that's all for today. Thank you so much.
[AGENT][POSITIVE] OK, of course, thanks for calling. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.