AccountId: 011433970860
ContactId: b5600f83-ac26-492a-8f99-af19bf7aa2f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126330 ms
Total Talk Time (AGENT): 27171 ms
Total Talk Time (CUSTOMER): 35462 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/b5600f83-ac26-492a-8f99-af19bf7aa2f4_20250617T15:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello, hi, this [PII] calling from provider's office, checking on claim status.
[AGENT][NEUTRAL] OK, yeah, I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] It's [PII]. It's a direct line.
[AGENT][NEUTRAL] Policy number for the patient?
[CUSTOMER][NEUTRAL] It's 682.
[CUSTOMER][NEUTRAL] 79041706.
[AGENT][NEUTRAL] Um, it's not one of our policy numbers. Do you have the last name of the patient?
[CUSTOMER][NEUTRAL] Yes, it's uh I mean, [PII], [PII] [PII], [PII] [PII].
[AGENT][NEUTRAL] And the first name?
[CUSTOMER][NEUTRAL] One moment. First name is [PII].
[AGENT][NEUTRAL] I'm not pulling up that name in our system. Do you have a group number?
[CUSTOMER][NEUTRAL] One moment, let me check. Here it is showing as AFT.
[AGENT][NEUTRAL] Um, that's not one of our group members.
[AGENT][NEUTRAL] Um, do you have a social?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, I'm not able to locate the, with the information you provided.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] OK.