AccountId: 011433970860
ContactId: 84ec8d1d-26aa-45f5-934d-dc4350ce6706
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154720 ms
Total Talk Time (AGENT): 33450 ms
Total Talk Time (CUSTOMER): 62992 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/84ec8d1d-26aa-45f5-934d-dc4350ce6706_20250514T20:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office to check on the claim status.
[AGENT][NEUTRAL] OK [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And the policy number for the patient?
[CUSTOMER][NEUTRAL] Uh, just a moment.
[CUSTOMER][NEUTRAL] OK. It's uh 008271260.
[CUSTOMER][NEUTRAL] We can
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] Um, it's not a good policy number. Do you have a last name for the patient or social?
[CUSTOMER][NEUTRAL] Uh yes, I do have the last name. It's [PII]. It's [PII]. This is the last name what I have.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And first name of the patient?
[CUSTOMER][NEUTRAL] It's uh [PII], it's [PII]
[AGENT][NEUTRAL] OK, do you have a, a group number?
[CUSTOMER][NEUTRAL] Uh, no, I don't have the group number. I have the member ID of the patient, uh, that is just now which I gave you.
[AGENT][NEUTRAL] I'm not able to locate the member with the information you've provided.
[CUSTOMER][POSITIVE] Good
[CUSTOMER][NEGATIVE] You're not able to find the member.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. And uh can you just give me your name and the call reference number?
[AGENT][NEUTRAL] Uh my name is [PII]. It's [PII]
[AGENT][NEUTRAL] And the call reference will be my name, [PII], plus today's date.
[CUSTOMER][POSITIVE] OK, and thank you, [PII], and have a good day. Bye-bye.
[AGENT][POSITIVE] Thanks for calling APL. You too, bye bye.
[CUSTOMER][NEUTRAL] You