AccountId: 011433970860
ContactId: b8f04a61-4a87-4904-8b0f-195118aa2219
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221419 ms
Total Talk Time (AGENT): 32677 ms
Total Talk Time (CUSTOMER): 75610 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/b8f04a61-4a87-4904-8b0f-195118aa2219_20250501T19:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII] calling from our office to check on the claim status.
[AGENT][NEUTRAL] Hi [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Sure, that's uh
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, just a moment.
[CUSTOMER][NEUTRAL] Sorry, it's uh [PII]. It's a direct line.
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Mhm. I think I got it. No, I just have the Medicare number because this is a Medicare for our claim.
[AGENT][NEUTRAL] Um, we don't do Medicare.
[CUSTOMER][NEUTRAL] OK. It starts with 3 K as in Kilo, Q as in Queen, 5 V as in Victor, D as in Delta, 6 P as in Papa, H as in Hotel, 97.
[AGENT][NEUTRAL] Yeah, that's not one of our numbers. Do you have the last name?
[CUSTOMER][NEUTRAL] The last name [PII]
[AGENT][NEUTRAL] What was the first name?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Do you have the social?
[AGENT][NEUTRAL] I've got several phyllises, so I'm not sure.
[CUSTOMER][NEUTRAL] Let me check.
[CUSTOMER][NEUTRAL] Yes, I got the social number. It's uh [PII].
[AGENT][NEUTRAL] I'm not pulling that information up in our system with anything you've provided.
[CUSTOMER][NEUTRAL] OK. Uh, so you're unable to pull up the patient with Social Security number too, right?
[AGENT][NEUTRAL] I, I'm not able to find that social, and we're not related to Medicare, so we're not tied to them at all.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm, then that's fine. Can I get the call reference number for this call?
[AGENT][NEUTRAL] That's my name, [PII], and today's date.
[CUSTOMER][POSITIVE] Got it. OK. Thanks, [PII], for assisting me today. Have a great day.
[AGENT][POSITIVE] Thank you, you too. Bye-bye.