AccountId: 011433970860
ContactId: 77d8074d-be29-49d0-b467-766813a96574
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112519 ms
Total Talk Time (AGENT): 29457 ms
Total Talk Time (CUSTOMER): 50379 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/77d8074d-be29-49d0-b467-766813a96574_20250131T13:50_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi. This is [PII] calling from provider's office to check on a claim status and my last initial is here.
[AGENT][NEUTRAL] I can
[AGENT][NEUTRAL] I can verify claim status. May I have a policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah. Uh, K as in Kilo, 6043566301.
[AGENT][NEUTRAL] That is not our policy number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But the, but we have only this number.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] But I have only this number.
[AGENT][NEUTRAL] May I have the social security number or I can do a name search?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Name is going to be [PII].
[AGENT][NEUTRAL] Can you spell it, please?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] May I have your date of birth?
[CUSTOMER][NEUTRAL] Date of birth is going to be uh [PII].
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Just
[AGENT][NEUTRAL] And that is not pulling up. Do you have the group number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Boca Anesthesia Service ANC and the NPI NPI only, right?
[AGENT][NEUTRAL] The insured's group number.
[AGENT][NEUTRAL] For the insured.
[CUSTOMER][NEUTRAL] One second.