AccountId: 011433970860
ContactId: 0f7651bd-c9fd-4bc9-805f-3063eedd655e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249289 ms
Total Talk Time (AGENT): 94500 ms
Total Talk Time (CUSTOMER): 73089 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/0f7651bd-c9fd-4bc9-805f-3063eedd655e_20250318T15:54_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm [PII]. I'm calling from provider's office and I'm calling regarding the claims.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the claim status, [PII]. May I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And how many claims do you have in total today, [PII]?
[CUSTOMER][NEUTRAL] Uh, 2 claims.
[AGENT][NEUTRAL] All right. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] FIR then 682-681-855.
[AGENT][NEUTRAL] OK, so that's not an APL policy number. Do you have their ID card with you?
[CUSTOMER][NEUTRAL] Uh, mm, just a second, I don't think so. I can have that, but let me check if I can find one.
[CUSTOMER][NEUTRAL] Uh, no, I don't have it.
[AGENT][NEUTRAL] OK. May I have the, do you have the member's full social?
[CUSTOMER][NEUTRAL] Uh, yes, uh.
[CUSTOMER][NEUTRAL] Yes, I have that.
[CUSTOMER][NEUTRAL] It's uh
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So I'm just waiting for the policies to come up here. And what is the member's first and last name?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] So nothing's coming up with the with the um social security number. I'm gonna check with the first and last name on the card, yeah.
[AGENT][NEUTRAL] Nothing came up. Um, do you have an APL policy card?
[CUSTOMER][NEUTRAL] Uh, let me check if I can find that. I'm not sure if I can find the member, the insurance card.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] No, I don't have the insurance card with me.
[AGENT][NEUTRAL] OK, so for this one, we're gonna need some more information to search for, um, because it's not coming up with the first and last name or the social.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Did you want to go to the next member?
[CUSTOMER][NEUTRAL] Uh, the next member is also the same.
[AGENT][NEUTRAL] Oh, it's the same member, they just had different dates of service.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, OK. So, if it's the same member, um, we, we would just need more information if they have their APL, um, ID card, we would need their policy certification number, which is their policy number, um, because that policy number that you provided is an APL policy number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So which policy number you will need it?
[AGENT][NEUTRAL] APL policy number starts with a 01 or 02. It may have an ML 7 or 8 at the end.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Check if we can find anyone.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Oh, I don't have that. OK, so I think that's all the information I needed. Thank you so much. Have a great rest of your day.
[AGENT][POSITIVE] You're welcome, [PII]. You also, and thanks for calling APL.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.