AccountId: 011433970860
ContactId: eab9e984-384a-4cba-bac1-6e1a075e991c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109180 ms
Total Talk Time (AGENT): 46542 ms
Total Talk Time (CUSTOMER): 39088 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/eab9e984-384a-4cba-bac1-6e1a075e991c_20250321T19:38_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, my name is [PII] calling from provider's office to check on a claim status. How are you?
[AGENT][POSITIVE] I'm doing well, sir. How are you doing today?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Yeah, I'm doing good thank you for asking and could you please spell out your name for me?
[AGENT][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] First initial last name, [PII]. I'm sorry, what is a good callback number you're with?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh thank you so much.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] It's K as in kilo, 6043566301.
[AGENT][NEUTRAL] What, what is the
[AGENT][NEUTRAL] Policy number
[CUSTOMER][NEUTRAL] K as in Kilo, 6043566301.
[AGENT][NEUTRAL] And that is not an APL policy number. Do you have the APL ID card with the policy number on it?
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] APL, no, it's not a Connectica insurance. It's APL. It's, it's not a your insurance Connectica insurance name was.
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] Is there, yeah, so their insurance with this is with Connected Care?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Do they have an APL policy?
[CUSTOMER][NEUTRAL] No, I don't have that information.
[AGENT][NEUTRAL] OK, so this is APL.
[CUSTOMER][POSITIVE] OK, thank you so much. Have a great day.
[AGENT][POSITIVE] My pleasure, [PII]. Thank you for calling API.