AccountId: 011433970860
ContactId: d6bd5d1b-9912-400a-8674-acdd3e54a650
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106069 ms
Total Talk Time (AGENT): 37187 ms
Total Talk Time (CUSTOMER): 46979 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/d6bd5d1b-9912-400a-8674-acdd3e54a650_20250521T18:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. My name is [PII]. I'm calling from provider's office. Regarding the claims. Can you please help me with that?
[AGENT][NEUTRAL] Yes, [PII], I can help you with the claim. May I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yeah, you said your name [PII], right?
[AGENT][NEUTRAL] Yes, [PII]
[CUSTOMER][NEUTRAL] Yeah. Thank you, [PII]. And yeah, my callback number is [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yeah, sure. Patient, uh, I'm starting with the policy number. The policy is A alpha.
[CUSTOMER][NEUTRAL] H Hotel 9771193.
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, and spell [PII] last name for me, please.
[CUSTOMER][NEUTRAL] [PII], first name, last name is [PII].
[AGENT][NEUTRAL] OK, that policy number that you gave me, sir, is not an APL policy number. Do you see another number that starts with a 01 or a 02 or may say inpatient number or outpatient cert number?
[CUSTOMER][NEUTRAL] OK, got it. Uh.