AccountId: 011433970860
ContactId: 2a05f24b-3574-4917-af42-e29cfbddc6c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175740 ms
Total Talk Time (AGENT): 44398 ms
Total Talk Time (CUSTOMER): 49328 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/2a05f24b-3574-4917-af42-e29cfbddc6c2_20250623T20:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling for status on a medical claim.
[AGENT][NEUTRAL] OK, I'm happy to check on the claim. Do we have a policy number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh yes, it's [PII].
[AGENT][NEUTRAL] OK. So that's a little long for one of our policy numbers. Do you have their name or social? We can try by that.
[CUSTOMER][NEUTRAL] Yeah, um the last name is [PII] First name [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you know if [PII] is the subscriber?
[CUSTOMER][NEUTRAL] Let me see if we've got a copy of the card.
[CUSTOMER][NEUTRAL] I don't see a copy of the card, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it looks like well that's the only name on there is [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] I'm thinking they may have loaded this insurance wrong.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Yeah, I mean nothing's coming up straight off of name. I can search by social if you have that. I don't mind.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I do. It looks like [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Let's try with that and see what we can get here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, nothing's coming up by that that matches that name, so I don't, you know, see any policies with us that much.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. I appreciate your help.
[AGENT][POSITIVE] Yeah, not a problem. Have a good rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.