AccountId: 011433970860
ContactId: fc9413f1-8d44-400c-af22-58af6aa12ce5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166759 ms
Total Talk Time (AGENT): 72763 ms
Total Talk Time (CUSTOMER): 65059 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/fc9413f1-8d44-400c-af22-58af6aa12ce5_20250130T20:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Toda's office. This call is regarding uh medical clinic. Can you hear me?
[AGENT][POSITIVE] Yes, I can hear you now. Give me your name, give me, yes, give me your name again.
[CUSTOMER][NEUTRAL] Hear me?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Torada's office.
[AGENT][NEUTRAL] All right, [PII], what's your phone number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK, that's going to be [PII]. That is an [PII] [PII].
[AGENT][NEUTRAL] All right, thank you for that information. Let me, uh.
[AGENT][NEUTRAL] Pull up a claim. You have the policy number you're calling in reference to?
[CUSTOMER][NEUTRAL] Yes, I have.
[AGENT][POSITIVE] OK, I'm ready.
[CUSTOMER][NEUTRAL] 994254053
[AGENT][NEUTRAL] OK, now there's too many numbers to the American Public Life policy number. Our policy number is gonna start with a 0 and it's usually the next number is gonna be a 2, but uh it's gonna be an eight-digit number. Do you have that?
[CUSTOMER][NEUTRAL] Uh, no, I don't have.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. We can see you, do you have the patient uh social security number?
[CUSTOMER][NEUTRAL] No, I don't have one.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, uh, what provider office are you calling from?
[CUSTOMER][NEUTRAL] Vian Institute.
[AGENT][NEUTRAL] OK. Spell the patient's last name.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Give it to me. [PII] What comes after the [PII]?
[CUSTOMER][NEUTRAL] I just.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] After that
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And what's the first name?
[CUSTOMER][NEUTRAL] OK, and what's the
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that person didn't come up in our system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, do you want me to contact patient regarding this?
[AGENT][NEUTRAL] Uh, you can, if you don't have a policy number for American Public Life, and he's not coming up by the name, I can't help you unless we have that person in our system.
[CUSTOMER][POSITIVE] I understand that anyway, thank you so much for your kind assistance bye bye.
[AGENT][NEUTRAL] Uh.