AccountId: 011433970860
ContactId: 38501dfe-d6cd-41bc-96a7-40362b5c5b95
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186070 ms
Total Talk Time (AGENT): 55253 ms
Total Talk Time (CUSTOMER): 67242 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/38501dfe-d6cd-41bc-96a7-40362b5c5b95_20250506T14:41_UTC.wav
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[CUSTOMER][NEUTRAL] Have
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hello, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from provider office to check on claim status. Could you please help me with this?
[AGENT][NEUTRAL] Of course I could check on a claim for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] you know.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] 630013358
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] OK, that's gonna be a bit too long to be one of our policy numbers, [PII]. Um, do you maybe have their social? I could search for them that way.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, could you repeat that one more time for me, [PII]? I apologize.
[CUSTOMER][NEUTRAL] Give me one second. [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] And what was the name for the member?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] The name was [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, um, I did not get a result with that social, [PII]. Uh, the only other way I can search is, if you wouldn't mind spelling out the first and last name for me?
[CUSTOMER][NEUTRAL] The first name was [PII]
[CUSTOMER][NEUTRAL] And the last name was [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Got it, one moment.
[AGENT][NEUTRAL] Uh, what state this member live in?
[CUSTOMER][NEUTRAL] The state was
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK all right I don't have anyone uh but this number is not in our system, [PII].
[CUSTOMER][NEUTRAL] May I know your name, please?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] The.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] It's a claims department, right? M medical claims department.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] It is a claims department, right? I'm speaking with claims department.
[AGENT][NEUTRAL] I can't uh check claims, yes.
[CUSTOMER][NEUTRAL] You check the claims, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yeah, thank you so much. Have a nice day.
[AGENT][POSITIVE] Of course, thanks for calling APL. You too. Bye-bye.
[CUSTOMER][NEUTRAL] Right