AccountId: 011433970860
ContactId: 232d07a4-3a97-40ba-9449-013341fe88b0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241820 ms
Total Talk Time (AGENT): 74709 ms
Total Talk Time (CUSTOMER): 80186 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/232d07a4-3a97-40ba-9449-013341fe88b0_20250326T15:31_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, hi, good morning. This is [PII] calling from provider's office regarding claim status.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Uh yeah. My callback number is [PII].
[CUSTOMER][NEUTRAL] And the policy ID is starting with D like Delta 43,302,090.
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] I do apologize, but that's not pulling up a policy. Do you have the member's social?
[CUSTOMER][NEUTRAL] Let me check.
[CUSTOMER][NEUTRAL] Um, no, I'm sorry for that. I don't have social number.
[AGENT][NEUTRAL] Spell the member's last name.
[CUSTOMER][NEUTRAL] Uh, number's first name is [PII] and the last name is [PII].
[AGENT][NEUTRAL] OK, could you spell the last name?
[CUSTOMER][NEUTRAL] OK. It is [PII].
[AGENT][NEUTRAL] And spell the first name?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] What city and state does [PII] live in?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] In the city
[CUSTOMER][NEUTRAL] Uh, city name is [PII].
[AGENT][NEUTRAL] What is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Do you have a claim number?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] [PII]'s name is very broad. You may want to reach out to her to verify her policy number.
[AGENT][NEUTRAL] Let me see if this
[AGENT][NEUTRAL] Yeah, and you say her.
[CUSTOMER][NEUTRAL] Um, as for as the member ID card, I can see the same.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And her date of birth was February.
[CUSTOMER][NEUTRAL] Yeah, go ahead.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] You may wanna reach out to the member because this name is broad. There's multiple patients, multiple insurers in the system with his name.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Maybe a social or actual policy number would be very helpful, but maybe you wanna reach out to her to verify her policy number or even her social and give us a call back because unfortunately, her name is [PII].
[CUSTOMER][NEUTRAL] OK fine.
[CUSTOMER][POSITIVE] All right, no problem.
[AGENT][POSITIVE] Thanks for calling APL. Have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] Can I have your name? How do you spell?
[AGENT][NEUTRAL] My name is [PII] and today's date as a reference because we don't provide reference numbers, [PII]. Did you say your name was [PII]?
[CUSTOMER][POSITIVE] Got it. Thank you so much for your assistance.
[AGENT][POSITIVE] You're welcome thanks for calling APL. Have a good day. Bye bye.