AccountId: 011433970860
ContactId: 4e497bd2-d013-426e-a2d4-f9dc3102f0ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175110 ms
Total Talk Time (AGENT): 54990 ms
Total Talk Time (CUSTOMER): 58600 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/4e497bd2-d013-426e-a2d4-f9dc3102f0ae_20250131T20:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling from the provider's office.
[AGENT][NEUTRAL] You said your name was [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, what can we do for you today?
[CUSTOMER][NEUTRAL] I just want to know the claim status for a patient.
[AGENT][NEUTRAL] OK, I could check on a claim for you. Uh, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] And the extension is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, yeah, I do have this. The policy number is 861.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 500,019,400.
[AGENT][NEUTRAL] OK, that is 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] Sorry?
[AGENT][NEUTRAL] That's not gonna be one of our policy numbers [PII] that's gonna be a bit too long. Do you maybe have their social security number? I can search for them that way.
[CUSTOMER][NEUTRAL] Uh, just give me a second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Give me a minute, please.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, I'm afraid I don't have a social security number. No worries, I can check it too.
[AGENT][NEUTRAL] That's OK. Um,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] If not, um, we can try if you wouldn't mind spelling out the first and last name for me, I could try searching that way.
[CUSTOMER][NEUTRAL] OK. It's [PII]
[CUSTOMER][NEUTRAL] Last name is [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Uh, correct.
[AGENT][NEUTRAL] OK, alrighty, bear with me just a moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, um, I do not have anyone with that name in our system, [PII].
[CUSTOMER][POSITIVE] OK, no issues. I will look for the SSN first then, then I will call up.
[AGENT][POSITIVE] OK, sorry there wasn't more I could do for you, yeah, I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you so much for your help.
[CUSTOMER][NEUTRAL] Uh, no, thank you.
[CUSTOMER][POSITIVE] Thank you. Same to you.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.