AccountId: 011433970860
ContactId: 1fa2faa7-001a-481a-98d6-795240a7ed06
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136679 ms
Total Talk Time (AGENT): 48574 ms
Total Talk Time (CUSTOMER): 71158 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/1fa2faa7-001a-481a-98d6-795240a7ed06_20250304T19:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. First initial, the last name is [PII]. I'm calling from provider's office to check on claim status.
[AGENT][NEUTRAL] OK, I can check on a claim for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]. It's a direct line.
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Sure. It's N as in November, C as in Charlie, A as in Alpha, F as in Foxtrot, E as in Echo, number 681-972952.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So that's not going to be one of our policy numbers. [PII], um, ours don't begin with any letters like that. Do you maybe have their uh social? I can search for them that way.
[CUSTOMER][NEUTRAL] [PII]. I only have last four digits.
[AGENT][NEUTRAL] OK, I would need the full social. Um, are you looking at their card, their insurance card?
[CUSTOMER][NEUTRAL] No, I don't have it. OK, we will contact you them when uh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is it possible to search by member name and date of birth?
[AGENT][NEUTRAL] If you wouldn't mind spelling out the first and last name for me, that's the only other way I could search.
[CUSTOMER][NEUTRAL] Yeah, sure. Uh, full name is [PII], uh, spelled as [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that was [PII]?
[CUSTOMER][POSITIVE] Yeah, perfect.
[AGENT][POSITIVE] OK, thank you one moment please.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, OK, I do not have anyone with that name in our system, [PII].
[CUSTOMER][NEUTRAL] OK, ma'am I not found. OK, thank you.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Thank you. Thanks for your assistance. Have a wonderful day and take care. Bye-bye.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Yeah, you too. Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye.