AccountId: 011433970860
ContactId: 879c02d6-9979-4b63-968e-780491e656d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 271429 ms
Total Talk Time (AGENT): 46527 ms
Total Talk Time (CUSTOMER): 44441 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/879c02d6-9979-4b63-968e-780491e656d8_20250528T18:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. My name is [PII]. I'm calling my brother's office to check the claim status.
[AGENT][NEUTRAL] I can help you with claim status, [PII]. Can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure. Call that number. It's
[CUSTOMER][NEUTRAL] Just a moment, ma'am. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and do you have the policy number?
[CUSTOMER][NEUTRAL] I do have a policy number 018260.
[CUSTOMER][NEUTRAL] 85
[CUSTOMER][NEUTRAL] M as in Mary, L as in Lima, number 8.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient first name [PII] and last name [PII]. The date of birth [PII].
[AGENT][NEUTRAL] OK, give me just a moment. I think I might have heard of the wrong policy number. I have 1846085.
[CUSTOMER][NEUTRAL] No, I'll repeat again. It's 018.
[CUSTOMER][NEUTRAL] 26085 M as in Mary L as in Lima 8.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK give me one moment, I apologize.
[CUSTOMER][NEUTRAL] Oh sure.
[AGENT][NEUTRAL] And what was the date of birth again?
[CUSTOMER][NEUTRAL] The date of birth is [PII].
[AGENT][POSITIVE] OK. Thank you so much for your patience.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And do you have the claim number or date of service?
[AGENT][NEUTRAL] Do you have the claim number or date of service?
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] [PII], can you hear me?
[AGENT][NEUTRAL] [PII], can you hear me?
[AGENT][NEUTRAL] Are you on mute?
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] [PII], can you hear me?