AccountId: 011433970860
ContactId: 4881e18f-13a3-491e-b5f0-4661389f6f34
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206740 ms
Total Talk Time (AGENT): 55798 ms
Total Talk Time (CUSTOMER): 55233 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/4881e18f-13a3-491e-b5f0-4661389f6f34_20250131T18:51_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, I was calling to get the status of the claim.
[AGENT][NEUTRAL] OK, I can help you with the claim. Can I please get your name and your callback number?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] My name is [PII] and the best call back is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. What is the patient's name?
[CUSTOMER][NEUTRAL] The patient's name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what's [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Oh, OK. And what is the patient's uh date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And his policy number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] OK, that policy number is a little long to be one of ours.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Do you have his social security number?
[CUSTOMER][NEUTRAL] Um, I do not. Give me one second. Let me double check.
[CUSTOMER][NEUTRAL] H
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEUTRAL] I believe this is the this is the policy number that I have listed here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have his Medicare number if that helps.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Let me try.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Can you spell his last name for me and let me try to find him by his date of birth and his name?
[CUSTOMER][NEUTRAL] I think this is it.
[CUSTOMER][NEUTRAL] OK, so his last name is spelled [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I had to double check that because I had think I had it wrong before. I wanted just to verify that I wrote it down right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Yeah, I'm not finding him by his date of birth in our computer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'll call the number back to try to verify and see.
[AGENT][POSITIVE] OK. All right. Thank you so much.
[CUSTOMER][POSITIVE] Thank you so much bye.