AccountId: 011433970860
ContactId: 0a0a10a5-53f7-4f75-83bd-aaef0a5ca71c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 300089 ms
Total Talk Time (AGENT): 73321 ms
Total Talk Time (CUSTOMER): 64391 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/0a0a10a5-53f7-4f75-83bd-aaef0a5ca71c_20250529T16:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I'm calling from a facility. I'm trying to find out if you have a claim on file for a patient.
[AGENT][POSITIVE] All right. Happy to check on a claim. Can I get the policy number?
[CUSTOMER][NEUTRAL] Mhm, I have 092-819-62.
[AGENT][NEUTRAL] All right, let me pull that up here. One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said it was 092?
[CUSTOMER][NEUTRAL] Let me double check.
[CUSTOMER][NEUTRAL] Yes, 092-819-62.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] You know, that doesn't come up as a policy number. Do you have their name or social? We can check by that.
[CUSTOMER][NEUTRAL] Um, I have the name. Let me just double check. I'm just pulling up the card real quickly just so I can see if I got the number right.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] Yeah, um, let's see, the first name is [PII] and the last name is [PII].
[AGENT][NEUTRAL] OK, let's see here.
[AGENT][NEUTRAL] What state does the insured live in?
[CUSTOMER][NEUTRAL] [PII], let me see, yep, [PII], yep.
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] What is the date of birth for [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Bear with me here just a second because it's bringing up every single [PII].
[CUSTOMER][POSITIVE] Yeah, no problem.
[CUSTOMER][POSITIVE] Oh no, I'm so sorry.
[AGENT][NEUTRAL] If.
[AGENT][NEUTRAL] Yeah. That's OK. So I'm just trying to find the ones in [PII].
[CUSTOMER][NEUTRAL] The card does have a group number. Would that help you?
[AGENT][NEUTRAL] We could try that with the group.
[CUSTOMER][NEUTRAL] OK, it's 17021.
[AGENT][NEUTRAL] 021, OK.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] And that group number doesn't bring up.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Anybody.
[CUSTOMER][NEUTRAL] Alright, let me dig a little bit more see if what else I can find.
[AGENT][NEUTRAL] Yeah, I mean, the only [PII] I see is for [PII] and there's no, yeah, under that group, I don't see any others, and then I checked lapsed also. It didn't pull up anything additional. Um.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] So, yeah, if you can get a social or something maybe that would help.
[CUSTOMER][POSITIVE] Mhm, OK, yeah, let me look a little further. I appreciate your help. Thank you.
[AGENT][POSITIVE] Yeah, no problem. Have a good day.
[CUSTOMER][NEUTRAL] You too.