AccountId: 011433970860
ContactId: 6c35091b-3666-4c20-b42b-836174a61d9a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 280079 ms
Total Talk Time (AGENT): 57771 ms
Total Talk Time (CUSTOMER): 93281 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/2025/04/14/6c35091b-3666-4c20-b42b-836174a61d9a_20250414T22:16_UTC.wav
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[AGENT][POSITIVE] Thank you for calling A. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from AC Florida Kendal Hospital. I'm checking on claims.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Callback number [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the uh policy number?
[CUSTOMER][NEUTRAL] Yes, it's 002576237.
[AGENT][POSITIVE] OK, could you give that to me one more time? I'm so sorry.
[CUSTOMER][NEUTRAL] Yes, it's 002576237.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Oh, sorry.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's first name is [PII]. Last name [PII]. Date of birth, [PII].
[AGENT][NEUTRAL] OK, I'm pulling up a different patient. Um, policy number 2576237.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] OK, can you
[CUSTOMER][NEUTRAL] 257-6237?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Is that what you have?
[CUSTOMER][NEUTRAL] Did you
[CUSTOMER][NEUTRAL] Uh, uh, yes, uh, but, uh, in [PII] it's uh.
[CUSTOMER][NEUTRAL] 200.
[AGENT][NEUTRAL] OK, yeah, the zeros don't matter, but so do you have 257-6237?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] 357-6237.
[AGENT][NEUTRAL] OK, yeah, I'm pulling up a totally different name. Um, do you have the last name or the social?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Socialist.
[CUSTOMER][NEUTRAL] No I have.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] OK. Will you repeat that again? I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, I'm not pulling up that social either. OK, what's the last name and how do you spell it?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Last name [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the first name?
[CUSTOMER][NEUTRAL] First name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm not pulling up that name. Do you have a group number?
[CUSTOMER][NEUTRAL] No, I don't have the correct number.
[AGENT][NEUTRAL] OK, I'm not pulling anything up with the information you've provided.
[CUSTOMER][POSITIVE] OK, thank you so much. Have a great day. Bye.
[AGENT][POSITIVE] Thank you for calling APL users