AccountId: 011433970860
ContactId: c9375572-ad57-4716-82bc-3246990d888e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153820 ms
Total Talk Time (AGENT): 37643 ms
Total Talk Time (CUSTOMER): 55022 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/c9375572-ad57-4716-82bc-3246990d888e_20250415T16:55_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, I'm [PII] calling from provider office check status.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] C for Charlie.
[CUSTOMER][NEUTRAL] Yeah, for [PII] 1565521.
[AGENT][NEUTRAL] OK, um, that's not one of our policy numbers. Do you have the last name or social?
[CUSTOMER][NEUTRAL] Yeah, I'm not have the social. I have the last name [PII].
[AGENT][NEUTRAL] So what was the last two letters?
[CUSTOMER][NEUTRAL] [PII] [PII] [PII].
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK, first name?
[CUSTOMER][NEUTRAL] The first name is [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Do you have a group number by chance or?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] No, I'm not have the group number.
[AGENT][NEUTRAL] I, I've got dozens of [PII], so.
[AGENT][NEUTRAL] I don't know how to identify it without a group number or a social.
[AGENT][NEUTRAL] That policy number.
[CUSTOMER][NEUTRAL] No, ma'am. I'm not I have.
[AGENT][NEGATIVE] Yeah, the policy number you gave me is not accurate.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. OK. Thank you, ma'am. Thank you so much for your information and patience. Have a nice day. Bye.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.