AccountId: 011433970860
ContactId: ca652b0a-69c3-4cad-8dd2-4448d26eaa3f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140889 ms
Total Talk Time (AGENT): 28280 ms
Total Talk Time (CUSTOMER): 93648 ms
Interruptions: 4
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/ca652b0a-69c3-4cad-8dd2-4448d26eaa3f_20250401T16:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling from the provider's office, checking on claims.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Of course, pulling it up.
[CUSTOMER][NEUTRAL] It's L Lima at Hotel P Paul 1939947401.
[AGENT][NEUTRAL] OK, that's not one of our policy numbers.
[CUSTOMER][NEUTRAL] Patient's name?
[CUSTOMER][NEUTRAL] Uh, OK. Can you please once, uh, check with the name and date of birth?
[AGENT][NEUTRAL] May I have the first and last name and could you spell it for me, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh sure. It's [PII]. Last name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And date of birth, it's [PII].
[CUSTOMER][NEUTRAL] other
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] The government.
[AGENT][NEUTRAL] I'm checking that information for you now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] I'm not seeing a member in the system with that name.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, just one moment please.
[AGENT][NEUTRAL] And were you trying to contact American Public Life?
[CUSTOMER][NEUTRAL] Uh yes, American.
[CUSTOMER][NEUTRAL] Oh, actually, it is AmeriHealth Administrators.
[AGENT][NEUTRAL] OK, that's not us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Mhm. OK. Got it. Thank you so much for your assistance. Have a great day. Bye-bye.
[AGENT][POSITIVE] You're welcome, thank you for calling American Public Life. Have a great day as well.