AccountId: 011433970860
ContactId: 5ea5c0bb-9325-4017-9833-7cef4a4ee69b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129059 ms
Total Talk Time (AGENT): 25191 ms
Total Talk Time (CUSTOMER): 61937 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/5ea5c0bb-9325-4017-9833-7cef4a4ee69b_20250429T18:42_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], I'm not totally sure I'm in the right place. My name is [PII]. I'm calling from an agent's office, and I wanted to check on some claim statuses for one of our members.
[AGENT][POSITIVE] I'd be happy to assist with claims today, [PII], if I can get a good call back number for you.
[CUSTOMER][POSITIVE] OK awesome.
[CUSTOMER][NEUTRAL] Yes, my number is [PII].
[AGENT][NEUTRAL] And what is the patient's policy number?
[CUSTOMER][NEUTRAL] OK, so it's a group. Do you want the group number or the, the member ID?
[AGENT][NEUTRAL] The member's ID that you're calling about their claims.
[CUSTOMER][NEUTRAL] OK, it's 02578806 and the name is [PII].
[AGENT][NEUTRAL] Do you have her date of birth?
[CUSTOMER][POSITIVE] Oh, let me get that for you.
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] OK, date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information and what's the date of service for the claim?
[CUSTOMER][NEUTRAL] OK, I have a couple. The first one is [PII]. Do you see anything for that date that came through?
[AGENT][NEUTRAL] Um, we don't have anything for [PII].
[CUSTOMER][NEGATIVE] Nothing at all.
[AGENT][NEGATIVE] Nothing at all.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK well that answers all my questions.
[CUSTOMER][POSITIVE] OK, so I have, I just have to go get uh some EOBs and I guess I'll upload those ontoy's portal, but thank you so much. That's all the information that I needed.
[AGENT][POSITIVE] Alright, thank you for calling APO you have a good day.
[CUSTOMER][POSITIVE] Thank you so much, [PII]. You too. Bye bye.