AccountId: 011433970860
ContactId: f2059b08-1275-4f28-8b02-8c9db6232a7c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171479 ms
Total Talk Time (AGENT): 22148 ms
Total Talk Time (CUSTOMER): 100945 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/f2059b08-1275-4f28-8b02-8c9db6232a7c_20250416T20:08_UTC.wav
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[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from provider office checking for a claim status.
[AGENT][NEUTRAL] Hey [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] And policy number of the patient?
[CUSTOMER][NEUTRAL] 1561507
[AGENT][NEUTRAL] OK, thank you. And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] there about [PII]. You say your name is [PII], right? Uh, [PII], sorry, sorry.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] What was the date of service.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] do
[AGENT][NEUTRAL] Uh, it looks like you don't have that claim on file.
[CUSTOMER][NEUTRAL] I do have a claim number. Can I provide you?
[AGENT][NEUTRAL] OK, what is it?
[CUSTOMER][NEUTRAL] E Echo 3 A alpha, D Delta Grey 61 Z Zulu 40,000.
[AGENT][NEUTRAL] Um, our claim numbers are just numbers. I don't know what that number is that you gave me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] There's no claim on file but.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, one moment please.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] How
[CUSTOMER][NEUTRAL] Let me get the correct one.
[CUSTOMER][NEUTRAL] 862.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Uh, maybe that's what I've been needing for today, [PII], the, but the member ID which I provide you is the correct member ID, right?
[AGENT][NEUTRAL] Uh yes.
[CUSTOMER][NEUTRAL] 01 2nd, that's 1 2nd, one moment, one moment.
[CUSTOMER][POSITIVE] OK, if that's so, thank you so much that you have been needing for today. Enjoy the rest of your day. Goodbye.