AccountId: 011433970860
ContactId: b43f215c-3b3e-49a0-99f4-2e983149f06d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125879 ms
Total Talk Time (AGENT): 39455 ms
Total Talk Time (CUSTOMER): 38953 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/b43f215c-3b3e-49a0-99f4-2e983149f06d_20250228T14:02_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from previous office to check on the claim status.
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you with claim status. What is the policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number is 09128366.
[AGENT][NEUTRAL] That's not our APL policy. Do you have the APL ID card?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Can you repeat the policy certificate number?
[CUSTOMER][NEUTRAL] Just give a moment, please. That is 09128366.
[AGENT][NEUTRAL] Yeah, that's not one of our policies and we can do a name search. What is a good call back number [PII] in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, my callback number is [PII].
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] And what is the patient's last name?
[CUSTOMER][NEUTRAL] Yes, the patient's last name is [PII].
[AGENT][NEUTRAL] And the first name?
[CUSTOMER][NEUTRAL] First name is [PII].
[AGENT][NEUTRAL] Are you [PII]?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] I don't have a [PII] in our system. Do you have the social?
[CUSTOMER][NEGATIVE] Uh, come on, please.
[CUSTOMER][NEUTRAL] I don't have social security number.
[CUSTOMER][NEUTRAL] You can't pull up the patient.
[AGENT][NEGATIVE] Not with that information.
[CUSTOMER][POSITIVE] OK, thank you so much for that information. Have a great day. Bye.
[AGENT][NEUTRAL] It's