AccountId: 011433970860
ContactId: d4c9c855-6dc1-4318-9b14-a4399f2aca7c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142240 ms
Total Talk Time (AGENT): 48964 ms
Total Talk Time (CUSTOMER): 54684 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/d4c9c855-6dc1-4318-9b14-a4399f2aca7c_20250306T22:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from a provider's office, and I was calling to check your guys' uh, what your guys' payer ID for dental claims.
[AGENT][NEUTRAL] OK, uh, payer ID should be 60801.
[CUSTOMER][NEUTRAL] OK, and it's American Public.
[AGENT][NEUTRAL] Life.
[CUSTOMER][NEUTRAL] Life OK and [PII]?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am. [PII]. Uh-huh.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And it's gonna be [PII].
[AGENT][POSITIVE] Mhm, that is correct.
[CUSTOMER][NEUTRAL] OK, and for the patient, uh, you guys don't use the, uh, social you use an ID number?
[AGENT][NEUTRAL] Um, we can pull the policy with their social, but they should have like a policy number 2. Do you need me to look that up for you?
[CUSTOMER][NEUTRAL] OK, let me just look it up, have you look it up. It's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I think I missed a number. Will you read that back one more time? [PII].
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] We're missing a number [PII].
[CUSTOMER][NEUTRAL] Yes, are we see the number.
[CUSTOMER][NEUTRAL] OK let me see about the social.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Let me see here. Let me try it again.
[AGENT][NEUTRAL] What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] All right, thank you so much. So that is the patient's policy number. I apologize. Alex is active. The effective date on here is [PII].
[CUSTOMER][NEUTRAL] OK, so it is the 02488636?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK, so I'm not missing the number. OK, alright, well thank you very much.
[AGENT][POSITIVE] You're welcome. Have a nice day.
[CUSTOMER][POSITIVE] Thanks bye.