AccountId: 011433970860
ContactId: 8fe9b3cb-08f3-4ae4-8d82-faf9590ea88b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 375970 ms
Total Talk Time (AGENT): 41369 ms
Total Talk Time (CUSTOMER): 105030 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/8fe9b3cb-08f3-4ae4-8d82-faf9590ea88b_20250429T17:03_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning. This is [PII] from Provida Li. I hope you're well. The reason for my call is to check the status of the claim. How are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][POSITIVE] That's good to hear.
[AGENT][POSITIVE] Have a good callback number, [PII] in case we're disconnected.
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[CUSTOMER][NEUTRAL] [PII] it's a direct line.
[AGENT][NEUTRAL] Thank you. And you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, I do. Just 1 2nd.
[CUSTOMER][NEUTRAL] Just bear with me.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] My apologies for the delay. Like my system got stuck here. That's the only reason it's taking much time. But anyways,
[CUSTOMER][NEUTRAL] I got the policy ID.
[CUSTOMER][NEUTRAL] Are you ready?
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] It's 80,840.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] The first name was [PII] and the last name was [PII]. The date of birth was [PII].
[AGENT][NEUTRAL] OK. And what was the last name of the patient?
[CUSTOMER][NEUTRAL] The last name is spelled as [PII].
[AGENT][NEUTRAL] I'm not pulling anybody up with that information. You have a group number by chance or social?
[CUSTOMER][NEUTRAL] Uh, I do have the Medicare ID. Can you go with that instead?
[AGENT][NEUTRAL] Um, we're not Medicare, so I can't look by the Medicare ID.
[CUSTOMER][NEUTRAL] Oh, like the patient having a Medicare supplemental plan.
[AGENT][NEUTRAL] I, I can try it. What's the number?
[CUSTOMER][NEUTRAL] That's number 5, R as in Romeo, 88 R as in Romeo, K as in Kilo, 8 R as in Romeo, M as in Mike, 46.
[AGENT][NEUTRAL] OK, yeah, that's, I can't search by that number.
[CUSTOMER][NEUTRAL] Oh, just one second.
[CUSTOMER][NEUTRAL] Let me check. Do we have the social of the patient. Just one second.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Just 1 2nd.
[CUSTOMER][NEUTRAL] Uh, meanwhile, could you please provide me the payer ID for you guys?
[AGENT][NEUTRAL] Your ID is 60801.
[CUSTOMER][NEUTRAL] 60801, right?
[CUSTOMER][NEUTRAL] Uh, I do have the group number. Can you please go with that?
[AGENT][NEUTRAL] Hey, what's up?
[CUSTOMER][NEUTRAL] It's A as in Alpha, G as in George, P as in Paul, 30238.
[AGENT][NEUTRAL] I'm not pulling anything up under that.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] OK, then thank you for such information. Have a nice day. Can you, can you spell me your name for my documentation?
[AGENT][NEUTRAL] [PII], it's [PII]
[CUSTOMER][NEUTRAL] Thank you. Do you have the reference number or can I use their name?
[AGENT][NEUTRAL] Uh, my name and today's date.
[CUSTOMER][POSITIVE] Thank you. Bye for now.