AccountId: 011433970860
ContactId: d71bd007-6a5f-48d8-96c6-1ed212879073
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232360 ms
Total Talk Time (AGENT): 54588 ms
Total Talk Time (CUSTOMER): 48889 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/d71bd007-6a5f-48d8-96c6-1ed212879073_20250123T19:11_UTC.wav
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[AGENT][NEUTRAL] APL, my name is [PII]. How may I assist you today?
[AGENT][NEUTRAL] It
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII]. I'm calling from Centera Medical Group with [PII]. We've got a check, but um for 7284 from [PII].
[CUSTOMER][NEUTRAL] But there was no EOB or anything to go with the check, and I was just wondering who the patient might be.
[AGENT][POSITIVE] OK, I'd be happy to assist with finding that patient for you, [PII], um, if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] I don't know. All I got is a check.
[AGENT][NEUTRAL] I mean, oh, goodness, I'm so, I'm on autopilot. I'm sorry.
[CUSTOMER][NEUTRAL] I hear you. I got it.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It should be Friday.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] I'm so used to asking that.
[AGENT][NEUTRAL] Uh, let's see, I need to pull up one moment.
[AGENT][NEUTRAL] OK, and what is that check number?
[CUSTOMER][NEUTRAL] 2018807
[AGENT][NEUTRAL] 7284.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so this is gonna be for a [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, and her policy number on the claim or the patient account number on the claim was R as in Robert.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, let me find that.
[AGENT][NEUTRAL] Data service was [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect, got it.
[AGENT][POSITIVE] Yay, OK. Was there anything else I can assist with today?
[CUSTOMER][POSITIVE] That'll work. That was easy.
[CUSTOMER][POSITIVE] No, that is great thank you so much.
[AGENT][POSITIVE] OK, well thank you for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] Uh-huh. You too, bye.
[AGENT][NEUTRAL] Bye bye.