AccountId: 011433970860
ContactId: 2ffb97ed-4cf1-4e47-885b-c242be8332e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 287299 ms
Total Talk Time (AGENT): 78182 ms
Total Talk Time (CUSTOMER): 74628 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/2ffb97ed-4cf1-4e47-885b-c242be8332e7_20250402T16:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII]. I'm calling from provider office. and I'm looking for the status of claims. So would you be able to help me?
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Yes, I can help with claim status, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And policy number of the patient?
[CUSTOMER][NEUTRAL] Uh sorry?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] The policy number of the patient?
[CUSTOMER][NEUTRAL] OK. Member ID is F as in Frank, E as in Echo, 840,204,820.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, that's not one of our numbers. Do you have the, uh, last name of the patient?
[CUSTOMER][NEUTRAL] Uh, what, uh, what do you want?
[AGENT][NEGATIVE] That number didn't work. That's not one of our numbers. Our numbers don't start with two letters.
[AGENT][NEUTRAL] So it's just strictly numbers um do you have the last name or the social?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Last name is [PII]
[AGENT][NEUTRAL] OK, I'm pulling that up. What's the first name?
[CUSTOMER][NEUTRAL] Uh first name is [PII]
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, I'm pulling that up, see if I have this on file. Hold on one moment.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What kind of plan does she have? Do you know? I've got a lot of Patricia's in here.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] So medical claim and uh
[CUSTOMER][NEUTRAL] Perha
[CUSTOMER][NEUTRAL] So are you able to find any details for this member?
[AGENT][NEUTRAL] I have, I have several [PII]'s, like dozens.
[AGENT][NEUTRAL] So do you have a social security number?
[CUSTOMER][NEUTRAL] Social Security full social security number or 4 digits?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] You want entire social security number?
[AGENT][NEUTRAL] Yes, the social security number.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me see if that pulls her up.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Actually, for this member, like we have submitted a bill and it was a PO Box 6012.
[CUSTOMER][NEUTRAL] Uh, Ridgeland MS 391586012.
[AGENT][NEUTRAL] Um, that's not our PO box.
[AGENT][NEUTRAL] And I'm not pulling up under that social. Do you have a group number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] 840.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, I don't show any um members under this policy. Looks like.
[AGENT][NEUTRAL] This lapsed in [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Uh, no issues. Can you please confirm your name?
[AGENT][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][POSITIVE] OK, definitely I think that's all from my side and thank you so much for assisting me.
[AGENT][POSITIVE] OK, thanks for calling APL have a good day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye.