AccountId: 011433970860
ContactId: 32afdcfb-dcd8-4cbb-8a4e-d73a88b3bd79
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226080 ms
Total Talk Time (AGENT): 49367 ms
Total Talk Time (CUSTOMER): 43575 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/32afdcfb-dcd8-4cbb-8a4e-d73a88b3bd79_20250618T18:55_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, sir. This is [PII]. check on the claims medical.
[AGENT][POSITIVE] OK, I was happy to check on a claim. Do you have a policy number?
[CUSTOMER][NEUTRAL] A as in Alpha 00067863.
[CUSTOMER][NEUTRAL] A as in Alpha. P as in Patrick. U as in Umbrella.
[AGENT][NEUTRAL] Without the leading zeros, it was 67863.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Yeah, that doesn't come up with that patient's name. You said the last name is [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] First name [PII].
[CUSTOMER][NEUTRAL] Yes, that's fine.
[AGENT][NEUTRAL] Is the last name [PII]?
[CUSTOMER][NEUTRAL] Yes, that's fine.
[AGENT][NEUTRAL] What state does [PII] live in?
[CUSTOMER][POSITIVE] Very nice.
[AGENT][NEUTRAL] Don't see anything for [PII]. Do you have a claim number, social, anything else?
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Uh, no, just I'm calling first time, just to have data service.
[CUSTOMER][NEUTRAL] And the amount and I have Medicare ID.
[AGENT][NEUTRAL] I'm not able to locate a patient plan with the information provided. We're not Medicaid, so unfortunately, I can't check a claim without locating their policy.
[CUSTOMER][NEGATIVE] So you're not showing anything.
[AGENT][NEGATIVE] I'm not able to locate a member's policy that number you provided me did not match the information provided.
[CUSTOMER][NEUTRAL] Hold on, let me check for the other details.
[CUSTOMER][NEUTRAL] OK, I don't have the card copy also.
[CUSTOMER][NEUTRAL] Oh, OK, it's showing as you see healthcare.
[CUSTOMER][POSITIVE] Yeah I'm sharing a different phone number. Let me check. Thank you. Have a nice day.
[AGENT][NEUTRAL] Mhm. Bye-bye.