AccountId: 011433970860
ContactId: 7813f914-cdec-49cb-b3c7-d685380d1b20
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143029 ms
Total Talk Time (AGENT): 47820 ms
Total Talk Time (CUSTOMER): 55502 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/7813f914-cdec-49cb-b3c7-d685380d1b20_20250214T21:46_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, I'm [PII] calling from the provider's office to check on a claim status.
[AGENT][NEUTRAL] OK, I can verify claim status for you and your name is again?
[CUSTOMER][NEUTRAL] [PII]. It's spelled as [PII].
[AGENT][NEUTRAL] OK, and [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah, just a moment. That would be F as in Frank, I as in India, R as in Romeo, followed by the numbers 678543716.
[AGENT][NEUTRAL] Uh, it's not one of our policy numbers. Do you have the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Yes, patient's name would be [PII] and the date of birth would be [PII].
[AGENT][NEUTRAL] And what was the last name again? I apologize.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK one moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Uh, what state is this patient from?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] What state is the patient from?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I don't show that patient in our system and I'm not sure that uh or number you gave initially, that could be through another insurance company, but um do you have a copy of the patient's card in front of you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I don't, I do not have it.
[AGENT][NEUTRAL] OK, I would say you probably contact that insured to verify who their insurance is with because I don't show they have a policy with our company.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, sure. Uh, so, uh, this is, uh, Ali, right?
[AGENT][NEUTRAL] No, this is APL.
[CUSTOMER][POSITIVE] APL. OK, thank you, thank you so much have a great day ahead bye bye.
[AGENT][POSITIVE] Oh, you're welcome. You too. Thanks for calling APL. Bye.