AccountId: 011433970860
ContactId: b65c68d0-f7a1-4594-a2c8-14c1cd0f1b24
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169139 ms
Total Talk Time (AGENT): 53812 ms
Total Talk Time (CUSTOMER): 60276 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/b65c68d0-f7a1-4594-a2c8-14c1cd0f1b24_20250123T16:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII]. My name is [PII]. The last name initial is [PII]. How are you doing today, [PII]?
[AGENT][POSITIVE] I'm great. How are you?
[CUSTOMER][POSITIVE] I'm doing good. Thank you for asking, [PII]. So, I'm calling from the provider's office for a medical clinical assessment, please?
[AGENT][NEUTRAL] I can verify claim status. [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] 607
[CUSTOMER][NEUTRAL] 111 9259.
[AGENT][NEUTRAL] That is not our policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just a moment.
[AGENT][NEUTRAL] I can search by the social security number or I can do a name search.
[CUSTOMER][NEUTRAL] The Social Security number is [PII].
[AGENT][NEUTRAL] May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Sure. The callback number is [PII]. It's a direct line with no exchange.
[AGENT][NEUTRAL] May I
[AGENT][NEUTRAL] Thank you. May I have the patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And can you spell the last name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] And I do apologize, it is not coming up with the social security number or the name search. Do you by chance have the group number?
[CUSTOMER][NEUTRAL] No, I do not have a group number.
[AGENT][NEUTRAL] Because I am not pulling him up in our system.
[CUSTOMER][NEUTRAL] OK. Thank you for this information. Just a moment. What's the call reference number?
[AGENT][NEUTRAL] It will be my name, which is [PII] Last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] Thank you, [PII]. Have a great day. Take care. Bye.
[AGENT][POSITIVE] No, you're, you're, you're so welcome. And thank you for calling American Public Life. Have a great day, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.