AccountId: 011433970860
ContactId: a93fd9e7-a0ac-44d7-b35e-a59ee3ed9192
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136100 ms
Total Talk Time (AGENT): 58476 ms
Total Talk Time (CUSTOMER): 56081 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/a93fd9e7-a0ac-44d7-b35e-a59ee3ed9192_20250501T15:18_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, I'm calling to get claim status.
[AGENT][NEUTRAL] OK, I can help you with claim status. May I please get your name and your call back number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] OK, it's uh [PII], callback number is [PII].
[CUSTOMER][NEUTRAL] And I'm calling from Southeastern Emergency physician.
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. What is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Um, it's uh [PII]. Date of birth is [PII], and the policy number is 683,335,170.
[AGENT][NEUTRAL] OK, let me see if I can find that.
[AGENT][NEUTRAL] OK, that's not one of our policy numbers. Do you see a number that starts with a 01 or 02 or a certification number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, let me see here. No, that's all I have and I don't have their card either, so I'll just have to get back with them.
[AGENT][NEGATIVE] Oh, no.
[AGENT][NEUTRAL] Do you have her social? I can pull it up with her social.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh, I do. OK, um, [PII], OK, it's [PII].
[AGENT][NEUTRAL] OK, what is that?
[AGENT][NEUTRAL] OK, let me look that up real quick for you.
[AGENT][NEUTRAL] OK, she's not pulling up in my system under her social, so I'm not showing her as a member.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, we'll just have to get back with her I guess. OK, thank you.
[AGENT][POSITIVE] OK. You're so very welcome. Is there anything else I can help you with, Ms. [PII] before we go?
[CUSTOMER][POSITIVE] Uh, no, that is it for now. Thanks.
[AGENT][POSITIVE] OK, well you take care and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too, bye.