AccountId: 011433970860
ContactId: 30daad60-fdce-41e5-ba9e-3996d6a47928
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 260250 ms
Total Talk Time (AGENT): 87517 ms
Total Talk Time (CUSTOMER): 86996 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/30daad60-fdce-41e5-ba9e-3996d6a47928_20250224T15:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from University Hospitals and I'm calling, um, trying to get claim status.
[AGENT][NEUTRAL] All right, [PII] Happy to check on a claim today. What's the patient policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] That'd be right. It, it has 90s.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then 96 963-457.
[AGENT][NEUTRAL] Uh, let's see, we'll give it a go, see what we got here, um.
[CUSTOMER][NEGATIVE] I have to get a sip of water. I'm sorry, I'm choking it up.
[AGENT][POSITIVE] No, you're totally fine. Go for it.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. It does look like that pulled somebody up. What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Oh wow, OK. Oh.
[CUSTOMER][NEUTRAL] Excuse me, OK, it's [PII] [PII].
[AGENT][NEUTRAL] OK, that doesn't, that's not that name though.
[AGENT][NEUTRAL] So I don't think that's right. Yeah, all right, let's take a, I can take a look. Do you have her social? If not, I can just do a search by name.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I do have her social one second here.
[AGENT][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] Huh, um,
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Alright, let's give that a go and see what we get [PII].
[AGENT][NEUTRAL] Hm.
[AGENT][NEGATIVE] Gosh, that doesn't even bring her up. Do you spell her name, [PII]?
[CUSTOMER][NEUTRAL] Yeah, and then [PII]
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Did I call the wrong place?
[AGENT][NEUTRAL] I don't know. I'm not, you know, I'm not sure.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I'm looking at her card and it says.
[CUSTOMER][NEUTRAL] Her card says well they all say multi plan but I know that's a million. It says reliance standard.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Life insurance company multiplan United Benefit plan.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] And I thought I called, oh, I didn't call [PII].
[AGENT][NEUTRAL] Yeah, we're, cause we're
[CUSTOMER][NEUTRAL] I think I called the wrong before. I'm sorry.
[AGENT][NEUTRAL] No, that's all right. I think, yeah, because I'm not finding anything for her. Most of ours, we do, we do have ones like through multiplan like you're talking about but it generally will still say like APL in the left hand corner.
[CUSTOMER][NEUTRAL] I'm
[CUSTOMER][NEGATIVE] OK, I, OK, I'm sorry to bother you. I have all these, all these screens open with all these different insurance cards, and they all see multi plan. I think I screwed up my numbers.
[AGENT][NEUTRAL] No, it's OK
[AGENT][POSITIVE] It's, it's, no, it's totally fine. No worries.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] It's Monday, [PII].
[CUSTOMER][POSITIVE] All right. Well, thank you for your patience. Yes, you're not kidding. Oh boy.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] All right, have a good day.
[AGENT][NEUTRAL] You too, bye.