AccountId: 011433970860
ContactId: ad62e1f0-b189-4797-974c-c189d680d871
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 268670 ms
Total Talk Time (AGENT): 28379 ms
Total Talk Time (CUSTOMER): 40874 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/ad62e1f0-b189-4797-974c-c189d680d871_20250228T15:23_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], excuse me. Hi [PII]. My name is [PII]. I'm calling to check claim status.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with claim status. Can I please get uh the name of the facility you're calling for and your callback number?
[CUSTOMER][NEUTRAL] Sure, my the facility is Atrium Health Pineville.
[CUSTOMER][NEUTRAL] And I'm sorry, what was the other thing I forgot that quick. I'm old.
[AGENT][NEUTRAL] That's all right, um, your callback number in case our call gets disconnected.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] The patient is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] Date of service is [PII].
[AGENT][NEUTRAL] OK. And then what is [PII]'s policy number, please?
[CUSTOMER][NEUTRAL] Oh, I'm sorry. Policy number is 02512075.
[AGENT][NEUTRAL] Let me have that policy real quick.
[CUSTOMER][NEUTRAL] Are you still there, [PII]?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Are you still there?