AccountId: 011433970860
ContactId: 86755b49-5176-44e2-aa0a-70bbffb40134
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195169 ms
Total Talk Time (AGENT): 63587 ms
Total Talk Time (CUSTOMER): 51450 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/86755b49-5176-44e2-aa0a-70bbffb40134_20250519T20:05_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from provider's office for Claims.
[AGENT][NEUTRAL] OK, sure, I can assist you with claims. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, callback number is [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah, policy number I have is A Alpha Frank L Lima.
[CUSTOMER][NEUTRAL] M. Mary F. Frank E. Echo.
[CUSTOMER][NEUTRAL] Alfa 693-427585.
[AGENT][NEUTRAL] That's not our number, Mr. [PII]. Do you have the card or do you have the social of the member?
[CUSTOMER][NEUTRAL] Just give me a second, let me check.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, sorry, I don't have social. Uh, can you check the patient's name?
[AGENT][NEUTRAL] Sure. What's the spelling of the last name?
[CUSTOMER][NEUTRAL] Uh last name is uh [PII].
[AGENT][NEUTRAL] OK, what's the spelling of the last name?
[CUSTOMER][NEUTRAL] Uh, this was the spelling of last name. First name spelling is [PII].
[AGENT][NEUTRAL] OK, spelling your first name.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, let me see if I can find this number. One moment.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Is [PII] the only name that you see? AMI?
[CUSTOMER][NEUTRAL] Yeah yeah.
[AGENT][NEUTRAL] Let me try one more time.
[AGENT][NEUTRAL] OK. And the last name again is [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] I don't have this member in our.
[CUSTOMER][NEUTRAL] OK, thank you. And uh can you spell out your name?
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[CUSTOMER][NEUTRAL] Thank you. And can you provide me a reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's if you will.
[CUSTOMER][POSITIVE] OK, thank you so much and have a good rest of your day.
[AGENT][POSITIVE] You as well. Thank you for calling EPO. Have a good afternoon. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.