AccountId: 011433970860
ContactId: ed5e9d50-8bd3-4e78-82a5-8afdd84fdd21
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175220 ms
Total Talk Time (AGENT): 43419 ms
Total Talk Time (CUSTOMER): 84671 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/2025/02/06/ed5e9d50-8bd3-4e78-82a5-8afdd84fdd21_20250206T18:49_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you for calling on APL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, hi. Uh, this is [PII] calling from provider office. I'm looking for claim status.
[AGENT][NEUTRAL] OK, I can help you with claim status, ma'am. What is your uh callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Yeah, sure. Callback number is [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] OK, patient's first name is [PII].
[CUSTOMER][NEUTRAL] And the last name is [PII]. It's [PII].
[AGENT][NEUTRAL] OK, and then what is the patient's date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And patients policy number?
[CUSTOMER][NEUTRAL] OK. Um, it's 0165438 M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] OK, let me look that policy up real quick.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And you said that was 0165438 ML 8?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yeah, that's.
[AGENT][NEUTRAL] OK, that policy is not pulling up for me. Can you repeat the number for me again please?
[CUSTOMER][NEUTRAL] Uh, just a second, um, looking for.
[CUSTOMER][NEUTRAL] Uh, can you please check with group number?
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] What is the group number?
[CUSTOMER][NEUTRAL] It's 16,690.
[AGENT][NEUTRAL] OK, let me see if I can find.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I recording it.
[CUSTOMER][NEUTRAL] It.
[AGENT][NEUTRAL] OK, I'm not able to pull it up under the group. Can you give me the policy number again, please?
[AGENT][NEUTRAL] Hello.