AccountId: 011433970860
ContactId: 9d307345-bd54-4920-8b5e-c2db9e3f6612
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 298980 ms
Total Talk Time (AGENT): 75956 ms
Total Talk Time (CUSTOMER): 79394 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/9d307345-bd54-4920-8b5e-c2db9e3f6612_20250603T20:39_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, checking for the claim status.
[AGENT][POSITIVE] Great. I'm happy to check on a claim. Can I get the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah, sure. The policy number is 000 A as in Alpha, R as in Romeo 7006532.
[AGENT][NEUTRAL] Unfortunately, that's not gonna be one of our policy numbers. [PII], do you have the insured's name or social? I can check for him that way.
[CUSTOMER][NEUTRAL] Oh yeah. The first name is [PII], and the last name is [PII].
[AGENT][NEUTRAL] OK, give me just one please.
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] And uh could you please provide me your name? I missed that.
[AGENT][NEUTRAL] My name is [PII], that's spelled [PII]
[CUSTOMER][POSITIVE] Thank you, [PII].
[AGENT][POSITIVE] Yeah, absolutely. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What state does the insured live in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the last name was [PII].
[CUSTOMER][POSITIVE] Exactly.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEGATIVE] Not seeing any sort of patient information with that that matches unfortunately. The only other way I could search would be by social.
[CUSTOMER][POSITIVE] Oh, sorry, I didn't have the social. Uh, thanks so much for that. I have another claim you able to assist me for checking for the claim status.
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] Yeah, the policy number is 000 C as in Charlie 10001632.
[AGENT][NEUTRAL] Patient's name?
[CUSTOMER][NEUTRAL] Yeah, the patient's name is [PII].
[AGENT][NEUTRAL] OK, that is a policy number. First name is [PII].
[CUSTOMER][NEUTRAL] And last name is [PII]
[AGENT][NEUTRAL] There's not a policy that comes up under that name. Do you have her social?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah, the social is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Let me try by that.
[AGENT][NEUTRAL] There was no policy that came up with that social.
[CUSTOMER][POSITIVE] Yeah, thank you so much for the information. Could you please provide me the call reference number?
[AGENT][NEUTRAL] Call reference is my name with today's date. My name again is [PII] and then today's date.
[CUSTOMER][POSITIVE] Yeah, thank you so much for your assistance, sir. Have a good day and take care. Bye-bye.
[AGENT][NEUTRAL] You too bye bye.