AccountId: 011433970860
ContactId: ee45dcf7-dd49-4df0-a290-ac7534b9a503
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110680 ms
Total Talk Time (AGENT): 29430 ms
Total Talk Time (CUSTOMER): 45969 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/ee45dcf7-dd49-4df0-a290-ac7534b9a503_20250128T19:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm [PII] calling from provider's office to check on claim status.
[AGENT][NEUTRAL] OK, I can help with the claim status, spell your name for me.
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK. And [PII], what's the policy number?
[CUSTOMER][NEUTRAL] 1087882
[AGENT][NEUTRAL] And I'll get phone number in case we're disconnected.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 14.
[AGENT][NEUTRAL] Thank you. What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth, [PII].
[AGENT][NEUTRAL] Can you repeat the policy number for me please?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It's 1087882.
[AGENT][NEUTRAL] OK, the patient is not on this policy.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Can you spell out your name?
[AGENT][NEUTRAL] [PII] last [PII] and any other questions?
[CUSTOMER][NEUTRAL] Uh, can you provide me the card reference number?
[AGENT][NEUTRAL] My name in today's date.
[CUSTOMER][POSITIVE] Uh, OK. Thank you for assisting me today. Have a great day. Bye-bye.
[AGENT][POSITIVE] You're welcome, [PII] if no other questions, thanks.