AccountId: 011433970860
ContactId: 3edb6c27-5458-40b4-b892-aa8649efc82d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242520 ms
Total Talk Time (AGENT): 75622 ms
Total Talk Time (CUSTOMER): 71237 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/3edb6c27-5458-40b4-b892-aa8649efc82d_20250506T18:17_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. This is [PII] calling from provider office checking on the claim status.
[AGENT][NEUTRAL] OK, I can help you with that. Um, what is the policy number?
[CUSTOMER][NEUTRAL] Uh, sure, [PII]. Polic ID number is 01983989.
[AGENT][NEUTRAL] OK, and while I'm pulling that up, can I get a good callback number just in case we're disconnected, [PII]?
[CUSTOMER][NEUTRAL] Callback number is [PII] with an extension of [PII].
[AGENT][NEUTRAL] OK, thank you, [PII] and hold on just a moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK. And your patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient's name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I must have wrote down the wrong policy number. What was that policy number again?
[CUSTOMER][NEUTRAL] 01989389.
[AGENT][NEUTRAL] OK, and the patient's name and date of birth again? I'm sorry.
[CUSTOMER][NEUTRAL] [PII] and the date of birth, [PII].
[AGENT][NEUTRAL] OK, and you're calling on claim status, is that correct?
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] Alright, um, I will need to put you on hold for just a moment and connect you with our claims department who can check on that claim for you. Is there anything else I can help you with in customer service before I transfer you?
[CUSTOMER][POSITIVE] Nothing else. Thank you.
[AGENT][POSITIVE] Alright, well thank you for calling APL [PII], and you have a good day and hold and I'll connect you with claims.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] To.
[AGENT][NEUTRAL] Hi [PII], this is [PII]. How are you?
[CUSTOMER][POSITIVE] Hey [PII]. I'm good. How are you?
[AGENT][NEUTRAL] I'm good. I have a provider on the phone. His name is [PII].
[AGENT][NEUTRAL] And he's calling on client status.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, all right, you can go ahead and put [PII] on through.
[AGENT][NEUTRAL] Would you like his information?
[CUSTOMER][NEUTRAL] I, I can take it. Yes, ma'am. What's his callback number?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I was gonna ask him anyway. It's OK.
[AGENT][NEUTRAL] [PII] and the policy number is 1989389 on a [PII] and I verify the name and date of birth.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and did he tell you what office he's calling from, which provider's office?
[AGENT][NEUTRAL] Mm, no, he didn't. He just said.
[CUSTOMER][NEUTRAL] That's OK. I'll get it from him.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] OK, thanks [PII].
[CUSTOMER][NEUTRAL] Bye-bye. Hello.
[CUSTOMER][NEUTRAL] Hello. Hi [PII] this is