AccountId: 011433970860
ContactId: 820b5ea0-0d5d-426c-95de-a330ca11477e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204429 ms
Total Talk Time (AGENT): 60745 ms
Total Talk Time (CUSTOMER): 69728 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/820b5ea0-0d5d-426c-95de-a330ca11477e_20250103T21:36_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office to check on a claim status.
[AGENT][NEUTRAL] OK, yeah, let's help you claim status today. Uh, may I have that policy number, please?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It's D as in Delta 46400642.
[AGENT][NEUTRAL] All right. Unfortunately, that policy number is the multi-plan one. Do you have a different policy number on file?
[CUSTOMER][NEGATIVE] No, unfortunately, this is the only policy I have for today.
[AGENT][NEUTRAL] OK, so that policy number just isn't the APL policy number. I can try searching for the patient with their first and last name if you'd like.
[CUSTOMER][POSITIVE] Yes, please. Thank you.
[AGENT][NEUTRAL] OK. And what is the patient's last name?
[CUSTOMER][NEUTRAL] Last name is [PII], that's [PII]
[AGENT][POSITIVE] Perfect. And the first name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Alright, can you spell that for me?
[CUSTOMER][NEUTRAL] Sure. That's uh [PII]
[CUSTOMER][NEUTRAL] And [PII]
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] And do you have [PII]'s mailing address on hand?
[CUSTOMER][NEGATIVE] No, unfortunately, I don't have that.
[AGENT][NEUTRAL] Do you know like the city and state maybe? Oh, OK.
[CUSTOMER][NEUTRAL] Oh, I'm sorry. Yes, just a moment. I have.
[CUSTOMER][NEUTRAL] Yes, I have that. Uh, the address I have is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sorry, I have a lot of people that same first and last name, so let me try to find somebody in [PII].
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEGATIVE] Unfortunately, I'm not able to find anybody with either first name or them together.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][POSITIVE] I'm really sorry.
[CUSTOMER][POSITIVE] OK, got it. Thank you for that.
[CUSTOMER][NEUTRAL] Yeah, I understand. Thank you for verifying though. um, that'll be for today and can I get the call reference number for our call?
[AGENT][NEUTRAL] You betcha. It's gonna be my name, [PII], and today's date.
[CUSTOMER][POSITIVE] Sure. Thank you for that. So, thank you for your assistance and I wish you have a great day.
[AGENT][POSITIVE] My pleasure, you too. Take care.