AccountId: 011433970860
ContactId: 09a28c8d-0d61-454c-a0b9-4d84524c731a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 434519 ms
Total Talk Time (AGENT): 91027 ms
Total Talk Time (CUSTOMER): 161699 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/09a28c8d-0d61-454c-a0b9-4d84524c731a_20250331T17:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Thank you very much, ma'am. My name is [PII] initial would be [PII]. I'm calling from the provider's office. I'm looking for the claim status.
[AGENT][POSITIVE] OK, I'm happy to check on the claim status for you today, [PII]. Can I get the policy number?
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Uh, sure, that, uh, member ID will be 168291.
[CUSTOMER][NEUTRAL] 7071.
[AGENT][NEUTRAL] Uh, just to repeat, I have 1682917071.
[CUSTOMER][POSITIVE] Correct, ma'am.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] That's not coming up as an active policy. Do you have the member's name or social? I can check for him that way.
[CUSTOMER][NEUTRAL] Uh, just, uh, member's name is [PII], and the date of birth would be [PII].
[AGENT][NEUTRAL] First name is [PII]
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Uh yes. And last name would be [PII].
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] Oh, OK. Actually, extremely sorry. Just allow me a moment. It's, it's, it's incorrect, incorrect. It's the first name would be [PII]. First name is [PII].
[CUSTOMER][NEUTRAL] [PII]. This is the first name and the last name would be [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Extremely sorry, there is a system glitch.
[AGENT][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes, it's sorry, there might be a system issue. Very sorry, ma'am. Uh, the date of birth is [PII].
[CUSTOMER][NEUTRAL] Well that's.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][POSITIVE] OK, the system is now good, thank you, and extremely sorry for that.
[AGENT][NEUTRAL] It's OK.
[AGENT][NEUTRAL] Do you have a claim number for the patient or no?
[CUSTOMER][NEUTRAL] Uh, ma'am, actually I'm looking for the general claim status.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What state does the patient live in?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What was?
[CUSTOMER][NEUTRAL] Uh, sorry, could you please repeat once again?
[AGENT][NEUTRAL] What state does the patient live in?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hold
[CUSTOMER][NEUTRAL] Shaw.
[AGENT][NEUTRAL] OK, I'm not finding a member's policy under [PII] York.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so is it, is it possible, could you please transfer this call to the dedicated department or else we have to reconnect once again?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm the department to check claim status. I can't unfortunately check a claim if I'm not able to find the policy. The only other way I can find the policy is by the social security number, if you have that.
[CUSTOMER][NEUTRAL] Uh, yes, I have a social security number. Shall I provide you the full social security number or else uh uh provided the last four digits?
[AGENT][NEUTRAL] I'll need the full number to search.
[CUSTOMER][NEUTRAL] Phone number would be.
[CUSTOMER][NEUTRAL] OK. The phone number would be [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] All right, let me try that and see if I can find anything. One moment.
[CUSTOMER][NEUTRAL] Yeah sure.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And that does not pull up a member plan with that name, so I don't see a policy with that member's information.
[CUSTOMER][POSITIVE] No issue ma'am, thank you very much for your time. Could you please provide me the call reference number?
[AGENT][NEUTRAL] Mhm. Call reference is my name with my last initial in today's date. My name again is [PII], that's [PII]
[AGENT][NEUTRAL] And my last initial is [PII].
[CUSTOMER][POSITIVE] Thank you very much. Have a good day and take care bye.