AccountId: 011433970860
ContactId: 7bce5210-d6ee-46c5-be85-ac6bc679b3c5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 227529 ms
Total Talk Time (AGENT): 64509 ms
Total Talk Time (CUSTOMER): 106512 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/7bce5210-d6ee-46c5-be85-ac6bc679b3c5_20250612T20:13_UTC.wav
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[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. We are calling from provider's office [PII].
[AGENT][NEUTRAL] OK, I can verify claim status for you and I apologize, your name is again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Policy number 125084282.
[AGENT][NEUTRAL] Uh, it's too many numbers for a policy number. What's the patient's name, date of birth?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Patient name.
[CUSTOMER][NEUTRAL] Patient first [PII], [PII]
[CUSTOMER][NEUTRAL] [PII], last name, [PII].
[AGENT][NEUTRAL] I'm sorry, spell that first name again for me, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] No, I got the last name. I'm talking about the first name, please.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] You, you want first name?
[AGENT][NEUTRAL] Yes, the first name, [PII] is the last name. What's the first name?
[CUSTOMER][NEUTRAL] First [PII], [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the date of birth?
[CUSTOMER][NEUTRAL] Date of birth 7 minutes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, say that again. Your phone is your background is really loud. Say again, please, the date of birth?
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you. Give me one moment please.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hello. Hello.
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] One.
[AGENT][NEUTRAL] I do not show that patient in our system. Do you have a copy of their card?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, we don't have.
[CUSTOMER][NEUTRAL] You mean [PII]?
[AGENT][NEUTRAL] I don't show the person in our system. Do you have a copy of the patient's card?
[CUSTOMER][NEUTRAL] Uh, we don't have.
[AGENT][NEUTRAL] OK, you may need to contact the patient to verify their insurance because I'm not showing them in the system.
[CUSTOMER][NEUTRAL] Oh, OK, fine. Can I get the call center?
[AGENT][NEUTRAL] Uh, if you like, you may use my name at today's date.
[CUSTOMER][NEUTRAL] Can you spell your name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thanks for information. Have a nice day.
[AGENT][POSITIVE] You're welcome, mhm, thank you for calling APL bye.
[CUSTOMER][NEUTRAL] Bye-bye.