AccountId: 011433970860
ContactId: a062a2a3-ea25-4f82-adf0-17da1070b7df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195750 ms
Total Talk Time (AGENT): 59397 ms
Total Talk Time (CUSTOMER): 88712 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/a062a2a3-ea25-4f82-adf0-17da1070b7df_20250613T18:43_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] And thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] I'm calling from Athena Health to get a claim status.
[AGENT][POSITIVE] Um, yes, ma'am. I can assist you with claim status. Could I get your name again first and a good callback number?
[CUSTOMER][NEUTRAL] Yeah, sure. Uh, my, my first name was [PII], and it will be spelled as [PII]. And the last name was [PII]. The callback number will be [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And could I get the policy number, please?
[CUSTOMER][NEUTRAL] Sure, the member ID number was
[CUSTOMER][NEUTRAL] 000778679.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] So, the patient name was [PII] and his date of birth was [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, for this policy, you need to call a different number to verify claim status. Let me give you that number.
[AGENT][NEUTRAL] Let me know when you're ready.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Um, yes, that number is 877.
[AGENT][NEUTRAL] 472.
[AGENT][NEUTRAL] 554-1 and they'll be able to further assist you.
[CUSTOMER][NEUTRAL] Uh, I'll just repeat the number. Could you please correct me if I'm wrong?
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, ma'am. Would you like for me to transfer you?
[CUSTOMER][NEUTRAL] Uh, yes, please. But before that, uh, could you please spell out your name for me?
[AGENT][NEUTRAL] Um, it's [PII]. It's spelled [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Thank you. Uh, could you please uh transfer the call to there?
[AGENT][NEUTRAL] Yes, ma'am, one moment. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Um, will I get the call reference number over there, or, uh, will you provide me the call reference number?
[AGENT][NEUTRAL] Um, well, for our call, the reference number is my name and today's date, and you'll get a different reference number for, for, from whoever assists you.
[CUSTOMER][POSITIVE] OK, fine. Yeah, you can go ahead and transfer the call. Thank you.
[AGENT][POSITIVE] OK, I thank you for calling APL. You have a great day. One moment.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm.