AccountId: 011433970860
ContactId: b787bc3d-abae-462e-a91b-509f26c81a4a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109250 ms
Total Talk Time (AGENT): 35682 ms
Total Talk Time (CUSTOMER): 40090 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/b787bc3d-abae-462e-a91b-509f26c81a4a_20250204T16:20_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling from the provider office. I was looking for a claim status for a patient.
[AGENT][NEUTRAL] Can I help you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] The policy number is 423114115.
[AGENT][NEUTRAL] OK, that's not our policy number. Do you have a copy of the ID card?
[CUSTOMER][NEUTRAL] No, I don't have it on me.
[AGENT][NEUTRAL] Patient's first name and last name if you could spell that for me please?
[CUSTOMER][NEUTRAL] Sure. The patient's name is [PII]
[CUSTOMER][NEUTRAL] [PII] The date of birth of the patient is.
[AGENT][NEUTRAL] Your phone number
[AGENT][NEUTRAL] Your phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. It's an extension and the number for this extension is [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, give me a moment to pull up the file and then we'll get the patient verified. One moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And what state does the patient reside?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm looking at, looking at the policy number under [PII]
[AGENT][NEUTRAL] Is that the correct spelling?
[CUSTOMER][NEUTRAL] Just hold on. Yeah, hold on a second.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm not finding anything under that name.
[CUSTOMER][POSITIVE] OK. Thank you. Thanks for your help.
[AGENT][NEUTRAL] All right, any other questions I can assist with today, [PII]?
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] Alrighty thank you for calling APL have a good day.