AccountId: 011433970860
ContactId: b8601b55-61db-4102-a769-b7e4aec8c2ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126580 ms
Total Talk Time (AGENT): 33875 ms
Total Talk Time (CUSTOMER): 49310 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/b8601b55-61db-4102-a769-b7e4aec8c2ef_20250501T14:36_UTC.wav
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[AGENT][NEUTRAL] [PII], how may I help you?
[CUSTOMER][NEUTRAL] Hi, good, good morning. This is [PII]. My last initial is [PII]. I'm from provider office. Actually, I want to know about the claim status.
[AGENT][NEUTRAL] OK Miss [PII], I can help you with claim status. May I please get your call back number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Uh yeah, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And then may I please get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh yeah. Uh the patient policy number is A like Alpha 00114598 and the patient's first name is [PII], and the last name is [PII] and the date of birth is [PII].
[AGENT][POSITIVE] OK, thank you so much. Let me see if I can find that patient.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Exactly
[AGENT][NEUTRAL] OK, I am not finding that patient in our system.
[AGENT][NEUTRAL] Do you have a different policy number? It starts with a 01 or a 02?
[CUSTOMER][NEUTRAL] Uh, let me check
[CUSTOMER][NEUTRAL] Uh, no, I have Medicare ID for this one.
[AGENT][NEUTRAL] Uh, we don't associate with Medicare, so I wouldn't be able to pull her in that way.
[CUSTOMER][NEUTRAL] OK.