AccountId: 011433970860
ContactId: 02a7615c-fbbc-4f88-8f1c-e159d1773f62
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109940 ms
Total Talk Time (AGENT): 47728 ms
Total Talk Time (CUSTOMER): 50594 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/02a7615c-fbbc-4f88-8f1c-e159d1773f62_20250106T14:43_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from part of I'm checking up on claim status.
[AGENT][POSITIVE] Yeah, I'd love to help you with the claim status today, [PII], and let's see what
[AGENT][NEUTRAL] Is the policy number for the claim we wanna look at?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK. So 09128366.
[AGENT][POSITIVE] Perfect. And while I'm looking that up, do you mind if I also go ahead and get a good call back number for you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Wonderful and.
[AGENT][NEUTRAL] Your patient's first and last name and date of birth?
[AGENT][NEUTRAL] Oh, I'm so sorry. Hold on. That policy never pulled up. I have 09128366.
[CUSTOMER][NEUTRAL] OK. Uh, patient's name.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. I'm not showing any patient with that policy number.
[CUSTOMER][NEUTRAL] OK. Uh, yes.
[CUSTOMER][NEUTRAL] Uh, OK, so, uh, sorry to interrupt you. Uh, yeah, I, I just previously called to your services and they also didn't find the member with his policy number, but I have a member's ID card and there's a medical ID number. Could you check with that?
[AGENT][NEUTRAL] Yeah, I'll check with that. What's that number?
[CUSTOMER][NEUTRAL] OK. It's gonna be uh [PII] [PII] [PII].
[AGENT][NEGATIVE] Unfortunately, that number is gonna be for IMA or 90 degree benefits. It's not gonna be for us at APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. OK, that's cool. Thanks, thanks for your. That's all for now. Thanks.
[AGENT][POSITIVE] My pleasure. Bye-bye.