AccountId: 011433970860
ContactId: 09d9035a-e19f-4df2-a6e5-2305f0ef24a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215869 ms
Total Talk Time (AGENT): 70915 ms
Total Talk Time (CUSTOMER): 85704 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/09d9035a-e19f-4df2-a6e5-2305f0ef24a6_20250327T14:52_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from product office calling for claim status.
[AGENT][NEUTRAL] OK, I can definitely help you with the claim status, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]
[CUSTOMER][NEUTRAL] [PII] is a direct line.
[AGENT][NEUTRAL] Thank you for that. And may I have the um member's policy number?
[CUSTOMER][NEUTRAL] Yeah, it's F for Frank.
[CUSTOMER][NEUTRAL] 06498389
[AGENT][NEUTRAL] OK, um, that's not an APL policy number. Do you have their APL policy number?
[CUSTOMER][NEUTRAL] Um, no.
[AGENT][NEUTRAL] OK, um, I can also search the policy with the member's first and last name or social.
[CUSTOMER][NEUTRAL] No one.
[CUSTOMER][NEUTRAL] Name
[CUSTOMER][NEUTRAL] OK. The member's name is [PII] [PII] [PII], again, [PII], and the last name is [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And the first name was [PII]
[CUSTOMER][NEUTRAL] No, no. It's [PII]
[AGENT][NEUTRAL] [PII], OK, hold on one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm just waiting for the policies to come up. Hold on one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Does the member have a middle initial?
[CUSTOMER][NEUTRAL] Mm, let me check
[CUSTOMER][NEUTRAL] Me side.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] What's the date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, no, um, this is a different member. It's the only member that has uh the same name, but it's a different date of birth. I can search with the full social if you'd like.
[CUSTOMER][NEUTRAL] Let me check our social.
[CUSTOMER][NEUTRAL] No, I don't have this, ma'am.
[AGENT][NEUTRAL] OK, so it's for claim status. Have you received the explanation of benefits? Do you have the claim number?
[CUSTOMER][NEUTRAL] Um, no, no, no. The student stating the insurance not found in BIC members files file. That's why.
[AGENT][NEUTRAL] You receive the letter
[CUSTOMER][NEUTRAL] Correspondence we received from your side.
[AGENT][NEUTRAL] Right, OK. So yes, that's what that letter saying we don't have a policy on file.
[CUSTOMER][NEUTRAL] Yeah, later.
[CUSTOMER][NEUTRAL] OK, yeah, that's all to check if we can find with the member's name or date of birth.
[CUSTOMER][NEUTRAL] Yeah, no issue. So member is not on file, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, not an issue. Could you provide me call reference for this?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date, and that's [PII]
[CUSTOMER][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you so much, [PII]. Have a nice day. Bye-bye.
[AGENT][NEUTRAL] Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] That's it for that. Thank you.
[AGENT][POSITIVE] Alright, thanks for calling APL. Bye-bye.