AccountId: 011433970860
ContactId: b1f36cf7-3daf-4c55-87af-3a5f7387d7ac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171360 ms
Total Talk Time (AGENT): 51409 ms
Total Talk Time (CUSTOMER): 54189 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/b1f36cf7-3daf-4c55-87af-3a5f7387d7ac_20250602T16:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hi, my name is [PII] and I'm calling from provider office to check on the payment status.
[AGENT][NEUTRAL] OK, I could check on a claim for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, that is [PII]. It's the correct number.
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, um, that is G as in girl, T as in Tom, A as in Alpha, 6081815.
[AGENT][NEUTRAL] OK, so [PII], that is not going to be one of our policy numbers. They don't begin with letters like that. Um, do you maybe have their social I could search for them that way.
[CUSTOMER][NEUTRAL] Uh, I have the last four digits of the social.
[AGENT][NEUTRAL] Uh, it would have to be the full social.
[CUSTOMER][NEUTRAL] Uh, could you please check with the patient first and last name?
[AGENT][NEUTRAL] Yeah, if you wouldn't mind spelling that out for me.
[CUSTOMER][NEUTRAL] And the date of birth
[CUSTOMER][NEUTRAL] Yeah, that's the first name is [PII], that is [PII].
[CUSTOMER][NEUTRAL] And the last name is [PII], that is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What state does this member live in, [PII]?
[CUSTOMER][NEUTRAL] Uh yes, um, that patient is in.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, so I don't have anyone with that name in our system, [PII].
[CUSTOMER][NEUTRAL] So, um, may I know the reference number?
[AGENT][NEUTRAL] It would be my first name, last initial, and today's date. And so my name is spelled [PII] Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Uh, no. So thank you so much for your assistance, and you have a wonderful day ahead.
[AGENT][POSITIVE] Of course, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.