AccountId: 011433970860
ContactId: 3eb095f0-36c1-4197-be87-37e94319d7d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 250830 ms
Total Talk Time (AGENT): 70240 ms
Total Talk Time (CUSTOMER): 68616 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/3eb095f0-36c1-4197-be87-37e94319d7d6_20250210T17:26_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. This is [PII] from doctor's office. I'd like to check the claim status.
[AGENT][POSITIVE] OK, I'll be more than happy to help you with the claim status, [PII]. And how many claims do you have in total today?
[CUSTOMER][NEUTRAL] Um, I do have uh one plan.
[AGENT][NEUTRAL] OK. May I have the, well, a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] That was [PII].
[CUSTOMER][NEUTRAL] 983-364-3
[AGENT][NEUTRAL] Thank you. And the member's policy number?
[CUSTOMER][NEUTRAL] Um, I don't have the exact policy number for the member.
[AGENT][NEUTRAL] OK, um, what information do you have for the member? Do you have their first and last name, their social, just something that I can pull their policy up with?
[CUSTOMER][NEUTRAL] Yeah, I do have a patient first and last name.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And may I have that please?
[CUSTOMER][NEUTRAL] Uh, first name is
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That was [PII].
[CUSTOMER][NEUTRAL] And the last name, [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] So I'm just waiting for the policies to populate and the last name again was [PII]?
[CUSTOMER][NEUTRAL] Um, it's [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have the member's social security number?
[CUSTOMER][NEUTRAL] Um, no.
[CUSTOMER][NEUTRAL] Uh, yeah, that was [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, hold on one moment. Let me try with the social, because of the first and last name, nothing's coming up. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, I'm not showing anyone with that social either. Are you sure this is for American public life?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, do you have a claim number or anything that I can pull up specific to the member because it's not coming up with the first and last name or their social.
[CUSTOMER][NEUTRAL] Um, I don't have a claim number and member ID.
[CUSTOMER][NEUTRAL] All right. Can you please spell your name?
[AGENT][NEUTRAL] Sure, my name is [PII].
[CUSTOMER][NEUTRAL] And the call reference number?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name and today's date.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're very welcome. Well, thank you so much for calling APL [PII]. I hope you have a great day.
[CUSTOMER][NEUTRAL] Yeah,
[AGENT][NEUTRAL] Bye bye.