AccountId: 011433970860
ContactId: 11fa4bbf-bdfe-4abf-993f-71a1488ddad6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137240 ms
Total Talk Time (AGENT): 65221 ms
Total Talk Time (CUSTOMER): 59043 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/11fa4bbf-bdfe-4abf-993f-71a1488ddad6_20250210T14:05_UTC.wav
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[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], how are you doing?
[AGENT][POSITIVE] Doing good. How are you?
[CUSTOMER][NEUTRAL] I'm great, thanks for asking. [PII]. This is [PII] in the claims department. Could you pull up a policy, uh application to verify the patient's date of birth to see if we made a typo on it?
[AGENT][NEUTRAL] Sure, uh, mhm.
[CUSTOMER][NEGATIVE] Cause it's not allow them to pull it up.
[AGENT][NEUTRAL] What is the policy number?
[CUSTOMER][NEUTRAL] It's 249-745-1. It's 249-7451.
[AGENT][NEUTRAL] Alright, give me just a second so I can pull it up.
[AGENT][NEUTRAL] Is it for kite.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Piano
[CUSTOMER][NEUTRAL] 2497457
[AGENT][NEUTRAL] Mm.
[AGENT][NEGATIVE] 7450, I got it I got the wrong last email wrong.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um, wrong. OK.
[CUSTOMER][NEUTRAL] I probably gave it to you wrong, it's Monday.
[AGENT][NEUTRAL] It's just starting today.
[AGENT][NEUTRAL] Start in the week. OK. Let's see.
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Mhm. Oh.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Let's
[CUSTOMER][NEUTRAL] On the date of birth, it says in the system we have [PII], but the provider called to verify benefits and she gave me [PII]. So I tried to pull up the application, but I'm not finding it in the system.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK, it says there's a senses here.
[AGENT][NEUTRAL] 000, OK, we have to go really back further with this policy. Give me just a minute because there's a lot of them here.
[AGENT][NEUTRAL] I'll go one by one.
[CUSTOMER][NEUTRAL] They probably need to do the, probably need to do the very first one.
[AGENT][POSITIVE] Mhm, yeah, I'll try to get that one.
[CUSTOMER][NEUTRAL] The application may be attached to that one.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it is. Yeah I was on the new one.
[AGENT][NEUTRAL] Uh yes, I do see it's [PII] of the [PII]. I can go ahead and make the correction.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] And you're welcome.
[CUSTOMER][POSITIVE] Have a good one.
[AGENT][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Ah
[AGENT][NEUTRAL] Bye.