AccountId: 011433970860
ContactId: bb176efe-a759-4d53-ad38-389b39972aa1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105809 ms
Total Talk Time (AGENT): 25747 ms
Total Talk Time (CUSTOMER): 73914 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/bb176efe-a759-4d53-ad38-389b39972aa1_20250605T15:55_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] OK, good morning. My name is [PII] and my last initial is [PII]. I'm calling from Advent Health in regards to claims.
[AGENT][NEUTRAL] OK, I can verify claim status for you and [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is D as in Delta 46001308.
[AGENT][NEUTRAL] Uh, it's not one of our policy numbers. Do you have the patient's name, date of birth?
[CUSTOMER][NEUTRAL] And the date of birth for you.
[CUSTOMER][NEUTRAL] The first name is [PII], that is [PII], and the last name is [PII], that is [PII].
[CUSTOMER][NEUTRAL] off a bit.
[AGENT][NEUTRAL] OK, and the date of birth?
[CUSTOMER][NEUTRAL] This one is for [PII] and the date of
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] I just need the date of birth for right now. And do you have a callback number, Ms. [PII], in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, sure. It is [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] I do not show that patient in our system. Do you have a copy of their card in front of you?