AccountId: 011433970860
ContactId: 57abe4d7-fe2c-4e2e-ae8c-07ec6a8a6b10
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 250059 ms
Total Talk Time (AGENT): 61410 ms
Total Talk Time (CUSTOMER): 59011 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/57abe4d7-fe2c-4e2e-ae8c-07ec6a8a6b10_20250106T14:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the provider office. I was looking for a claim status.
[AGENT][NEUTRAL] OK, I can help you, [PII]. Spell your name for me, please.
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] Oh, [PII]. OK. And what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] It's 126 E as in elephant, E as in elephant, B as in ball, 663.
[AGENT][NEUTRAL] Do you have a copy of the medical identification card?
[CUSTOMER][NEUTRAL] Nope.
[AGENT][NEUTRAL] OK, can you spell the patient's first and last name, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Can you spell the patient's first and last name for me, please?
[CUSTOMER][NEUTRAL] Yeah, sure. It's [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][POSITIVE] Thank you, give me one moment.
[AGENT][NEUTRAL] And what state does [PII] reside?
[CUSTOMER][NEUTRAL] You mean the date of service, right?
[AGENT][NEUTRAL] Where does she live? What's the state?
[AGENT][NEUTRAL] The city state
[CUSTOMER][NEUTRAL] I don't.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, now I'm not showing anyone under the name of [PII] in [PII].
[CUSTOMER][NEUTRAL] Just hold on a moment for me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi, can you hear me? Am I audible?
[AGENT][NEUTRAL] Yeah, I can hear you.
[CUSTOMER][NEUTRAL] Yeah, thank you for holding on to the line. Uh, yeah, it's uh the address is [PII].
[AGENT][NEUTRAL] OK, I'm not locating her by her name. Do you have her social security number that I can use to search?
[CUSTOMER][NEUTRAL] Just a second.
[CUSTOMER][NEUTRAL] Yeah, as per my system view, I don't have the MVR and SSN number of the patient.
[AGENT][NEUTRAL] OK, well, I can locate her in our system, so you may wanna reach out to the patient. Uh, the policy number that you provided is not APL's.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I can provide you the NPI number if you want.
[AGENT][NEUTRAL] Yeah, we do not need the NPI number we need to search by the patient's policy number. I searched by the name or a social, so I'm not able to locate her.
[CUSTOMER][POSITIVE] OK. Thank you. Thank you for your help. Thank you. Thank you so much.
[AGENT][POSITIVE] Alrighty thank you for calling APL Marty if no other questions, have a good day.
[CUSTOMER][NEUTRAL] It