AccountId: 011433970860
ContactId: 4fd231e1-db45-433e-b7a5-a8cb2002d3e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 271000 ms
Total Talk Time (AGENT): 66292 ms
Total Talk Time (CUSTOMER): 109614 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/4fd231e1-db45-433e-b7a5-a8cb2002d3e3_20250605T16:45_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from provider's office here for claims inquiry today.
[AGENT][POSITIVE] Good. How are you? How can I help?
[CUSTOMER][NEUTRAL] I'm checking on claims.
[AGENT][POSITIVE] All right. I'm happy to check a claim. Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, I do have the patient policy number and it is 100.
[CUSTOMER][NEUTRAL] 234
[CUSTOMER][NEUTRAL] 788221
[CUSTOMER][NEUTRAL] We
[AGENT][NEUTRAL] OK, that's too long to be one of our policy numbers. Do you have their name or social?
[CUSTOMER][NEUTRAL] Uh, I do have their name.
[CUSTOMER][NEUTRAL] Um, the first name is [PII], and it's spelled as [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the last name spells as [PII].
[CUSTOMER][NEUTRAL] It's [PII], and
[CUSTOMER][NEUTRAL] [PII], and it's spells as [PII].
[AGENT][NEUTRAL] I have two last names.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And the first part of their last name, did you say [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, nothing comes up by that name for [PII]. Do you have a claim number by chance or?
[CUSTOMER][NEUTRAL] No. Can you check for the patient's address?
[AGENT][NEUTRAL] I can only check my name or social. So if it doesn't come up by name, the only other way I could search is by social security number.
[CUSTOMER][NEUTRAL] OK. Can you describe this name? The first name is [PII].
[CUSTOMER][NEUTRAL] [PII]. And the last name is [PII].
[AGENT][NEUTRAL] What state do they live in?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Do you know what state that they live in?
[CUSTOMER][NEUTRAL] What state
[CUSTOMER][NEUTRAL] Um, it is [PII].
[AGENT][NEUTRAL] OK, that doesn't bring up anything that matches under that name either.
[CUSTOMER][NEUTRAL] OK. There's no other possibilities to pull up the patient, right?
[AGENT][NEGATIVE] No, unfortunately not. Um, I'm not finding anything that matches.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, sir, no problem. Can I have the call reference number?
[AGENT][NEUTRAL] That is my name with today's date. My name again is [PII], that's [PII] My last initial is [PII], and then today's date.
[CUSTOMER][POSITIVE] OK, got it, [PII]. Thank you for assisting me today and have a great day.
[AGENT][NEUTRAL] You too. Bye bye.