AccountId: 011433970860
ContactId: f63c229b-d0b6-4426-a1fb-3587865c2a5c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172350 ms
Total Talk Time (AGENT): 24450 ms
Total Talk Time (CUSTOMER): 48113 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/f63c229b-d0b6-4426-a1fb-3587865c2a5c_20250312T18:22_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hello, this is [PII] from provider's office, checking on the status of claim.
[AGENT][NEUTRAL] May I have a callback number?
[CUSTOMER][NEUTRAL] Yeah, it is [PII]. It's a direct line.
[AGENT][NEUTRAL] May I have the policy number?
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][NEUTRAL] D as in David 42032016.
[AGENT][NEUTRAL] OK, that's not one of our policy numbers.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm, can you check with patient name and date of birth?
[AGENT][NEUTRAL] May I have the patient's name please?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] First name would be [PII] Last name is [PII], [PII] Date of birth is [PII].
[AGENT][NEUTRAL] OK, let me check that for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] No by next
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEGATIVE] You don't want that.
[AGENT][NEUTRAL] Yeah, I'm not finding a member with that date of er with that date of birth. [PII].
[CUSTOMER][NEUTRAL] That.
[CUSTOMER][POSITIVE] Mm, that's right.
[AGENT][NEUTRAL] I'm not finding a member with that date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, all right.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] OK, so that's
[CUSTOMER][NEUTRAL] No, no, thank you.