AccountId: 011433970860
ContactId: 421f36b4-c122-4ecc-b35d-d77d2690b40f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161979 ms
Total Talk Time (AGENT): 50972 ms
Total Talk Time (CUSTOMER): 61430 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/421f36b4-c122-4ecc-b35d-d77d2690b40f_20250623T14:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII] and I'm calling from Norton Hospital. I have a claim I wanna check status on, please.
[AGENT][NEUTRAL] I'm sure [PII] I can assist you with claim status. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Now, I need the policy number.
[CUSTOMER][NEUTRAL] I'm hoping I'll call.
[CUSTOMER][NEUTRAL] OK. It is.
[CUSTOMER][NEUTRAL] D as in David 432.
[CUSTOMER][NEUTRAL] 23583
[AGENT][NEUTRAL] Uh, that's not one of our policy numbers. Um, I could try to look them up by the social or name and date of birth.
[CUSTOMER][NEUTRAL] Social I have is
[CUSTOMER][NEUTRAL] Let's see, hold on, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, one moment, please.
[AGENT][NEUTRAL] OK, and please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, it's, uh, patient's name is [PII].
[AGENT][NEUTRAL] And his date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you. And is this for a dental client?
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] OK. Yeah, I'm only showing the uh policy we have on file for him is for dental.
[CUSTOMER][NEUTRAL] OK, alright, no problem, I can take it out. That's all I need to know because like somebody started to, but you said the patient only have uh dental coverage.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Alright and I'll take a reference number for Cole.
[AGENT][NEUTRAL] Um, for the reference number, you can use my name and today's date. My name is [PII]. Um it's spelled [PII] Last initial is [PII] like [PII], and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] No ma'am, not at this time.
[AGENT][POSITIVE] OK, thank you, [PII] for calling APL. You have a great day. Bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.