AccountId: 011433970860
ContactId: c5fa0496-5c9b-4041-b2a3-101341ef0d3b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182410 ms
Total Talk Time (AGENT): 43993 ms
Total Talk Time (CUSTOMER): 110890 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/c5fa0496-5c9b-4041-b2a3-101341ef0d3b_20250121T19:37_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you.
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] Yeah, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, hi, much of that
[CUSTOMER][NEUTRAL] Hi [PII], myself [PII], uh, calling from the provisor. I least to get a clarification from the claim.
[AGENT][POSITIVE] Well, [PII], it would be a pleasure to assist you. What is the callback number?
[CUSTOMER][NEUTRAL] Sure, the callback number is [PII] and we have an extension [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Uh, one second.
[CUSTOMER][NEUTRAL] What you.
[CUSTOMER][NEUTRAL] OK, sorry about that. Actually, I don't have the policy number in my hand. I sent the claim was sent by our, uh, billing department. I can provide the patient uh first and last name.
[CUSTOMER][NEUTRAL] And other details apart from that.
[AGENT][NEUTRAL] Do you have
[AGENT][NEUTRAL] Do you happen to have a claim number?
[CUSTOMER][NEUTRAL] Uh, no, I don't have a claim number either. Actually, we did receive the payment.
[AGENT][NEUTRAL] OK. What is the uh social security number for the patient?
[CUSTOMER][NEUTRAL] Social Security, yeah. It is um [PII].
[AGENT][NEUTRAL] And what is the patient's name?
[CUSTOMER][NEUTRAL] This patient name is [PII], and her date of birth is [PII].
[AGENT][NEUTRAL] OK. I did not pull up the patient name by that social. Can you spell the last name?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh, spell like [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the first name?
[CUSTOMER][NEUTRAL] First name is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Let me try by name. I don't have a patient by that name either.
[CUSTOMER][NEUTRAL] Bye
[AGENT][NEUTRAL] Did you receive a payment from APL?
[AGENT][NEUTRAL] American Public Life.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Actually, I don't have any of any of this information, how this claim was processed and which.
[CUSTOMER][NEUTRAL] How it is, you know, just I'm looking for this. It's OK though. Let me check with my team about this one. Let me forward it to my consent department to find the exact sorry about that.
[AGENT][POSITIVE] That's not a problem. It's been a pleasure to try to assist you this afternoon. Anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] No, sir. Thank you so much.
[AGENT][POSITIVE] And thank you for calling APL. You have a wonderful day.
[CUSTOMER][POSITIVE] Yeah, we should thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] 58
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] OK.