AccountId: 011433970860
ContactId: 9c681b28-7a9e-41a3-9247-5498db5fa5b4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232699 ms
Total Talk Time (AGENT): 59355 ms
Total Talk Time (CUSTOMER): 106272 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/9c681b28-7a9e-41a3-9247-5498db5fa5b4_20250303T17:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm [PII], and I'm calling on behalf of the provider's office to check the status of a claim.
[AGENT][NEUTRAL] OK, I can help you with claim status [PII]. Um, can I please get your call back number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yeah, sure. It is [PII].
[AGENT][NEUTRAL] Thank you and then what is the patient's name, date of birth, and policy.
[AGENT][NEUTRAL] The same number.
[CUSTOMER][NEUTRAL] Sure. Patient name is uh [PII], and date of birth is [PII].
[CUSTOMER][NEUTRAL] Uh yeah.
[AGENT][NEUTRAL] OK, and the patient's policy number?
[CUSTOMER][NEUTRAL] OK. That is AMH 6236192.
[AGENT][NEUTRAL] OK, that is not one of our policy numbers.
[AGENT][NEUTRAL] Do you see another number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, or I can provide you, uh, another information of the patient that is data service bill amount if you want.
[AGENT][NEUTRAL] Well, I have to have the patient's policy number in order to look that up. Um, can you spell the patient's first name for me?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, that is [PII].
[CUSTOMER][NEUTRAL] And the second name is [PII].
[AGENT][NEUTRAL] OK, and can you spell that for me, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, that is [PII].
[CUSTOMER][NEUTRAL] Um, wait a minute.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah, that is [PII].
[CUSTOMER][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And that is the last thing, uh, [PII].
[CUSTOMER][NEUTRAL] That is the patient's first name, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm, OK, and now spell the second name for me please, the last name?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, sure. That is [PII]. That is uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] in [PII].
[CUSTOMER][NEUTRAL] That is patient second name. OK. OK.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] All right, let's see if I can find her by her name real quick.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, I do not have a [PII] in our computer system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, OK, no worries.
[CUSTOMER][NEUTRAL] It is so uh
[CUSTOMER][POSITIVE] I really appreciate your efforts. I hope you have a wonderful day.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] You too thank you for calling APL you have a good day also.