AccountId: 011433970860
ContactId: e18baa61-c3a8-4f4e-a558-eb26e8b9f8ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147509 ms
Total Talk Time (AGENT): 26571 ms
Total Talk Time (CUSTOMER): 34993 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/e18baa61-c3a8-4f4e-a558-eb26e8b9f8ad_20250612T21:23_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office checking on the claims.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII] it's a direct line.
[AGENT][NEUTRAL] OK. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yeah, 679-937-308.
[AGENT][NEUTRAL] Um, that's not one of our policy numbers. Do you have another number you could provide? certificate number?
[CUSTOMER][NEUTRAL] I do have the, I do have the social security number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, I didn't pull anything up with social either. Do you have the last name?
[CUSTOMER][NEUTRAL] Yes, sir. [PII]
[AGENT][NEUTRAL] First name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have the date of birth?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yeah, the date of birth is
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I'm not pulling up any of the information you provided.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK. Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Have a good day.