AccountId: 011433970860
ContactId: adb70859-a596-4a9d-bcf7-88198d42f8ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172350 ms
Total Talk Time (AGENT): 48706 ms
Total Talk Time (CUSTOMER): 42451 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/adb70859-a596-4a9d-bcf7-88198d42f8ea_20250319T13:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, [PII], this is [PII] calling from provider's office for the uh claim status.
[AGENT][NEUTRAL] OK, I can help you more. uh, what's the policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number is D as in 46400982.
[AGENT][NEUTRAL] OK, and so do you have a copy of the card, [PII], uh, the APL number is gonna begin with a 0, about 7 digits long.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yes, I do have just a moment.
[AGENT][POSITIVE] OK, thanks.
[CUSTOMER][NEUTRAL] Uh, it's stating 02427782.
[AGENT][NEUTRAL] OK. 02477782. Give me that again.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No, 02, no problem. Uh 02427782.
[AGENT][NEUTRAL] Got it. What's a good phone number, [PII] in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII]. It's a direct line.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And [PII], can you verify the patient's name and date of birth for me?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], are you there?
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hey [PII], I'm not able to hear you if you're talking.
[AGENT][NEUTRAL] I'll hold the line a few more minutes and then I'll disconnect and try to give you a call back at [PII].
[AGENT][NEUTRAL] [PII].