AccountId: 011433970860
ContactId: 1ef224f1-9945-43b1-b1b5-836e27faf582
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159320 ms
Total Talk Time (AGENT): 51024 ms
Total Talk Time (CUSTOMER): 62189 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/1ef224f1-9945-43b1-b1b5-836e27faf582_20250612T17:06_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, ma'am. This is [PII]. I'm calling from provider's office. I want to know the claim status. Could you please help me?
[AGENT][NEUTRAL] Sure, [PII], I can assist you with claim status. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Yes, my callback number was [PII]. Each direct line, no extension.
[AGENT][NEUTRAL] Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Yes, the pass number was.
[CUSTOMER][NEUTRAL] Yeah, for, uh, sorry, [PII], 00.
[CUSTOMER][NEUTRAL] S for Sam, 3356401.
[AGENT][NEUTRAL] OK. That's not one of our policy numbers. Do you have the member's social security number?
[CUSTOMER][NEUTRAL] No, ma'am. I don't have that.
[AGENT][NEUTRAL] OK, I can look them up by name and date of birth. What's the last name?
[CUSTOMER][NEUTRAL] Yes, sir. It is [PII], that is a.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's the last name, and what's the first name?
[CUSTOMER][NEUTRAL] It's [PII], [PII].
[AGENT][NEUTRAL] And please repeat the last name.
[CUSTOMER][NEUTRAL] scroll down.
[AGENT][POSITIVE] I'm sorry. Start over. I'm sorry.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, the [PII]. No, sir. No one's coming up in our system under that name.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Your ID number starts with the digits or the alphabets.
[AGENT][NEUTRAL] Um, no, our policy numbers don't start with a Z, they, a D, a letter. Normally, they start with 01 or 02. Do you see a number such as that?
[CUSTOMER][NEUTRAL] No, no, I don't have that one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you, ma'am. Thank you so much.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] OK. Well, I thank you, [PII], for calling APL. You have a great day.