AccountId: 011433970860
ContactId: d731bd74-9900-4ec9-89c8-f9f06049e4b7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 297170 ms
Total Talk Time (AGENT): 65661 ms
Total Talk Time (CUSTOMER): 71372 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/d731bd74-9900-4ec9-89c8-f9f06049e4b7_20250327T18:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] To check the status of the claim, can you please spell out your name?
[AGENT][NEUTRAL] Um, my name is [PII]. It's [PII]
[AGENT][NEUTRAL] Last initial [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What was your name?
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and you needed claim status, is that correct, [PII]?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] And your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Do you have the policy ID?
[CUSTOMER][NEUTRAL] Yes, I do have a policy ID. One second.
[CUSTOMER][NEUTRAL] Mm, yeah. Policy ID is 1053007231.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And what was the last name of the patient?
[CUSTOMER][NEUTRAL] It is [PII]
[AGENT][NEUTRAL] First name?
[CUSTOMER][NEUTRAL] It is [PII]
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I wasn't, I didn't pull anything up under that policy number, so I'm searching by his name.
[AGENT][NEUTRAL] Just give me one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's OK. Take your time.
[AGENT][NEUTRAL] Do you have the social security number by chance?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Great, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Um, I'm not pulling anything up under that social or policy number.
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] Yes, PR name is not identified. OK. So, patient is, uh, you cannot identify the patient?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Is [PII] the insured on the policy?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Date of birth.
[CUSTOMER][NEUTRAL] And session number.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] Can you please start the call reference number?
[AGENT][NEUTRAL] A call reference number will be my name and my last initial and then today's date.
[CUSTOMER][NEUTRAL] Would you please mind repeating your name once again?
[AGENT][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] And it's, yes.
[CUSTOMER][NEUTRAL] OK, [PII]. Yes, last name is?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, last initial is [PII].
[CUSTOMER][NEUTRAL] Your
[CUSTOMER][NEUTRAL] [PII]. OK.
[CUSTOMER][POSITIVE] Thank you so much for your assistance. Have a great day. Bye for now, [PII].
[AGENT][POSITIVE] OK, thank you, [PII]. Have a good afternoon. Thank you for calling APL.
[CUSTOMER][POSITIVE] Yeah, thank you.
[AGENT][NEUTRAL] Bye