AccountId: 011433970860
ContactId: bb3ccc97-1e8e-42fd-8aea-7ea55731b0b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156020 ms
Total Talk Time (AGENT): 63747 ms
Total Talk Time (CUSTOMER): 85759 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/bb3ccc97-1e8e-42fd-8aea-7ea55731b0b9_20250313T12:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi Ms. So it's [PII] again.
[AGENT][NEUTRAL] Yes. How can I help you, [PII]?
[CUSTOMER][NEUTRAL] I'm sorry to bother you again. This is for a different number. I didn't see this when it was stuck to another page, um.
[AGENT][POSITIVE] No worries.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This is for uh [PII].
[CUSTOMER][NEUTRAL] And her ID is [PII].
[AGENT][NEUTRAL] And give me your callback number again uh [PII].
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] OK. Did you try to go on the portal portal for this one? I mean online for this one?
[CUSTOMER][NEUTRAL] Yes ma'am, yes ma'am, no claim.
[AGENT][NEUTRAL] And what did it, what happened?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No claim. I think it's the claim number that's the issue.
[AGENT][NEUTRAL] Yeah. All right.
[AGENT][NEUTRAL] Yeah, um, what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And what is the date of service?
[CUSTOMER][NEUTRAL] Bay service is [PII] for $274.
[AGENT][NEUTRAL] OK, so the claim number is 356.
[AGENT][NEUTRAL] 9947.
[CUSTOMER][NEUTRAL] And that's OK.
[CUSTOMER][NEUTRAL] Let's see if I can find it. I'm sure I will.
[AGENT][NEUTRAL] Yeah, and then the, the, the other way to search it's a longer way and I think it requires the last four of the cardholder's social security number which most providers don't have the social anymore.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, that's true. OK, so that might, that might also be it, OK.
[AGENT][NEUTRAL] So, so you will probably need to call to get the claim number.
[AGENT][NEUTRAL] In order to do that quick quick search.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so very much. Let's see does it come up on.
[AGENT][NEUTRAL] Yeah, I wanna make sure that you're able to retrieve the explanation before I release the line.
[CUSTOMER][POSITIVE] Thank you. OK.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Where's my clothes.
[AGENT][NEUTRAL] You see it?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Is this process on the [PII]. Wow, OK.
[CUSTOMER][POSITIVE] Yes, it's I'm downloading now. I do appreciate it.
[AGENT][NEUTRAL] OK. All righty. Anything else?
[CUSTOMER][NEGATIVE] OK, that's it. I promise I'm not gonna call you back today.
[AGENT][NEUTRAL] You're fine. It's OK. It's OK.
[CUSTOMER][POSITIVE] All right. Thank you so much. I appreciate your time.
[AGENT][POSITIVE] You're welcome and thank you for calling APL have a good day bye bye.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Yes ma'am, you too bye bye.