AccountId: 011433970860
ContactId: 4110a733-de76-40b6-8bbd-8e818d40a790
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139960 ms
Total Talk Time (AGENT): 34251 ms
Total Talk Time (CUSTOMER): 61916 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/4110a733-de76-40b6-8bbd-8e818d40a790_20250506T19:55_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling from provider's office to check on a claim status.
[AGENT][POSITIVE] I'd be happy to assist with claim status today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] It's [PII]. It's a direct line.
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Sure. One moment here.
[CUSTOMER][NEUTRAL] One moment please.
[CUSTOMER][NEUTRAL] I don't know
[CUSTOMER][NEUTRAL] It is 764184.
[AGENT][NEUTRAL] That's not one of our policy.
[AGENT][NEUTRAL] That's not one of our policy numbers. Do you have a social?
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] I do not have the Social Security number. Can I provide the patient name?
[AGENT][NEUTRAL] What's the name?
[CUSTOMER][NEUTRAL] The first name is [PII]. It is [PII].
[CUSTOMER][NEUTRAL] And last name is [PII].
[AGENT][NEUTRAL] OK, we don't have anyone in our name by that system in our system by that name.
[CUSTOMER][NEUTRAL] And we don't
[CUSTOMER][NEUTRAL] OK. So, unable to pull the patient, right?
[AGENT][NEUTRAL] Right, and that's not our policy number, so you may just have the wrong company.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I get your name, please?
[AGENT][NEUTRAL] My name is [PII]. Was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] Uh, it is the American Public Life, right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, then.
[CUSTOMER][NEUTRAL] Can I get the reference number?
[AGENT][NEUTRAL] Reference is just my name [PII], and the date and time of the call.
[CUSTOMER][POSITIVE] OK, then thank you for your assistance. Wishing you a wonderful day.
[AGENT][POSITIVE] Thank you for calling APL have a good day.