AccountId: 011433970860
ContactId: 1380def4-972d-4863-8ad6-5f05f5534d04
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 265589 ms
Total Talk Time (AGENT): 69656 ms
Total Talk Time (CUSTOMER): 79068 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/1380def4-972d-4863-8ad6-5f05f5534d04_20250310T17:20_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] from provider office to check on claim status.
[AGENT][NEUTRAL] OK, sure, I can assist you with claim status, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you. And may I have the name of the facility you're calling from, Ms. [PII]?
[CUSTOMER][NEUTRAL] Southwest Family Medicine Associates.
[AGENT][NEUTRAL] I'm sorry, I didn't get that name again. Can you repeat the name?
[CUSTOMER][NEUTRAL] Sure. It's the Southwest Family Medical.
[AGENT][NEUTRAL] Southwest, OK.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number, Miss [PII].
[CUSTOMER][NEUTRAL] Yeah, sure. The member uh policy number I have D as in Delta 41703066.
[AGENT][NEUTRAL] Do you see a policy certificate number? It's gonna start with the 0 followed by 7 digits. That's gonna be our number.
[CUSTOMER][NEUTRAL] One moment, let me check if we have.
[AGENT][NEUTRAL] Mhm. Sure.
[AGENT][POSITIVE] Yeah, take your time.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][MIXED] Thank you so much for your patience, but I don't have that, uh,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] On the member ID you're asking for. I have only this ID. Can you check with the name and date of birth instead?
[AGENT][NEUTRAL] Mhm I know.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm, sure, what is the spelling of the last name?
[CUSTOMER][NEUTRAL] Last name is spelled as [PII].
[AGENT][NEUTRAL] OK, and what's the spelling of the first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. One moment, let me see if I can find Miss [PII].
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] What is the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Let me try one more time.
[AGENT][NEUTRAL] No, I don't see her in our system.
[CUSTOMER][NEUTRAL] You cannot find this number, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] All right
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No problem. Thank you so much for the information.
[CUSTOMER][POSITIVE] And have a good day. Do you have any reference number for the call?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today if you will.
[CUSTOMER][POSITIVE] Sure. Thank you so much for your assistance and have a good day. Thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APM. bye-bye.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye.