AccountId: 011433970860
ContactId: c07f78a1-e253-4ddc-a09d-c593a3d8bf16
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181259 ms
Total Talk Time (AGENT): 57514 ms
Total Talk Time (CUSTOMER): 52439 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/c07f78a1-e253-4ddc-a09d-c593a3d8bf16_20250117T21:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII], and I'm calling from provider's office. This is regarding the claims.
[AGENT][NEUTRAL] OK, I can help you with claim status. Can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[AGENT][NEUTRAL] OK. And what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And then what is [PII]'s policy number, please?
[CUSTOMER][NEUTRAL] 447602969
[AGENT][NEUTRAL] OK, let me pull in that policy real quick.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, that policy has too many digits. Do you see another policy number?
[CUSTOMER][NEUTRAL] Just give me a minute.
[CUSTOMER][NEUTRAL] It's 447602-969. This is what we have.
[AGENT][NEUTRAL] OK, that's not one of our policy numbers. Um, you spell his last name [PII]?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me see if I can find him by his name.
[AGENT][NEUTRAL] OK, what state does [PII] live in?
[CUSTOMER][NEUTRAL] It's in.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me look and see.
[AGENT][NEUTRAL] No, I'm not showing him in our system.
[CUSTOMER][NEUTRAL] OK. No policies shown in your system, right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] No shoes. May I have the call reference number for our call?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name.
[AGENT][NEUTRAL] And today's date.
[CUSTOMER][POSITIVE] OK, that's all from my side. Thank you. Goodbye.
[AGENT][POSITIVE] Thank you you have a good weekend thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.