AccountId: 011433970860
ContactId: 3a4f56c7-b089-4e9e-b2af-a12acc63ed44
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210669 ms
Total Talk Time (AGENT): 66491 ms
Total Talk Time (CUSTOMER): 72136 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/3a4f56c7-b089-4e9e-b2af-a12acc63ed44_20250409T12:27_UTC.wav
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[AGENT][NEUTRAL] ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from the doctor's office to Jackson claims.
[AGENT][NEUTRAL] OK, [PII], I can help you. What's the policy number?
[CUSTOMER][NEUTRAL] One second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] F as in Frank, I as in Indiana, R as in Romeo 683222956.
[AGENT][NEUTRAL] Do you have a copy of the ID card. The APL policy number will begin with a 0, about 7 digits long.
[CUSTOMER][NEUTRAL] I'm sorry, I don't have that one.
[AGENT][NEUTRAL] You don't have a copy of the ID card?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You do have a copy of the card or you do not?
[CUSTOMER][NEUTRAL] I don't sorry.
[AGENT][NEUTRAL] OK. Can you, can you spell the patient's first and last name?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Last name is [PII]
[AGENT][NEUTRAL] And what state does the patient reside?
[CUSTOMER][NEUTRAL] Patient who lives in
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm searching under [PII], is the last name, and [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so I used [PII], and then the first name I used [PII]
[CUSTOMER][NEUTRAL] Yeah. Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm not finding anything under that name. Do you have a social?
[CUSTOMER][NEUTRAL] I do have
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is [PII] the primary cardholder?
[CUSTOMER][NEUTRAL] Mhm yes.
[AGENT][NEUTRAL] OK, I'm not showing anything under that name. Where did you get the APL phone number?
[CUSTOMER][NEUTRAL] Um, the claim was, uh, submitted to that mailing address.
[AGENT][NEUTRAL] And can you verify the mail
[CUSTOMER][NEUTRAL] The mailing address which I have here is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, no, that's not our claims mailing address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, let me, let me get it and call you back. I'm sorry.
[AGENT][POSITIVE] Oh, no worries. If any, if no other questions, [PII], thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You too. Thank you so much for verification. Bye now.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] I