AccountId: 011433970860
ContactId: f877afa2-c81a-46cf-95ce-c35c90419730
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115050 ms
Total Talk Time (AGENT): 40878 ms
Total Talk Time (CUSTOMER): 42789 ms
Interruptions: 2
Overall Sentiment: AGENT=2.3, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/f877afa2-c81a-46cf-95ce-c35c90419730_20250506T20:30_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from Pro office to check on your client status. Could you help me with that?
[AGENT][NEUTRAL] OK, and so you have one claim to check status on, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, I can help you and what is your callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number?
[CUSTOMER][POSITIVE] Yeah, there's a nice.
[CUSTOMER][POSITIVE] Sorry about that.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Yes, it's 6.
[AGENT][NEUTRAL] I'm sorry, what's the policy number?
[CUSTOMER][NEUTRAL] 60801. Yes, it's 6080.
[AGENT][NEUTRAL] OK, that's our elec no, sir, that's our electronic payer ID number, not the patient's policy number.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Then just give me a moment.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Sorry, the system has been taking too much time. Once I get the member's ID I will call back to you. Thank you for your assistance.
[AGENT][NEUTRAL] That's fine.
[AGENT][POSITIVE] Oh, well, you're welcome and so. Yes, sir, is there anything else I can help you with at the moment?
[CUSTOMER][POSITIVE] Have a wonderful day.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] OK. Well, well, you're welcome. Yes, sir, and thank you for calling APL. I hope you have a nice day.
[CUSTOMER][POSITIVE] Thank you for the asking.
[CUSTOMER][NEUTRAL] Yes, bye.
[AGENT][POSITIVE] Thank you. Bye-bye.