AccountId: 011433970860
ContactId: ae945b35-1665-471a-b00c-6f35a38b06c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 246899 ms
Total Talk Time (AGENT): 61757 ms
Total Talk Time (CUSTOMER): 46317 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/ae945b35-1665-471a-b00c-6f35a38b06c4_20250117T15:28_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is So. How may I assist you?
[CUSTOMER][NEUTRAL] Hi I was calling in regards to a medical claim.
[AGENT][NEUTRAL] OK, um, sure, I can assist you with claims and you're calling from provider's office or this is your personal policy?
[CUSTOMER][NEUTRAL] Provider's office.
[AGENT][NEUTRAL] OK. Uh, may I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 000 AMS 009685
[AGENT][NEUTRAL] Oh, Miss [PII], that's not our policy number. Our policy number is really short. It starts with a 0 followed by 7 digits. It's under policy certificate.
[CUSTOMER][NEUTRAL] OK hold on let me.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me see if this patient has a card.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Of course they do not. Let me check one more thing before we get off the phone.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And of course my computer is going slow.
[CUSTOMER][NEUTRAL] You said your policy number start with what?
[AGENT][NEUTRAL] 0 followed by 7 digits.
[CUSTOMER][NEUTRAL] Can you look up maybe the patient under a social?
[AGENT][NEUTRAL] Yeah, I can. Um, bear with me just a second, let me go ahead and pull that system where I can use the social. One moment.
[AGENT][NEUTRAL] OK, go ahead with social.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let me repeat it. [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Nothing pulled up with that social.
[CUSTOMER][POSITIVE] OK alright thank you.
[AGENT][NEUTRAL] You're welcome, Ms. [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] You're welcome