AccountId: 011433970860
ContactId: 42d74d88-70dd-42cf-9f9f-36cc814ff3dc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200259 ms
Total Talk Time (AGENT): 54559 ms
Total Talk Time (CUSTOMER): 53769 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/42d74d88-70dd-42cf-9f9f-36cc814ff3dc_20250512T13:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hello [PII]. My name is [PII] and I'm from provider's office.
[AGENT][POSITIVE] Good morning, [PII]. How can I help today?
[CUSTOMER][NEUTRAL] Um, I'm looking for the claim status.
[AGENT][POSITIVE] OK, I'm happy to check on a claim for you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I do have.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] Yep
[CUSTOMER][NEUTRAL] It's um 36 Y as in Yankee 0186955.
[AGENT][NEUTRAL] That wouldn't be one of our policy numbers. Uh, do you have their name or a social?
[CUSTOMER][NEUTRAL] Yeah, I, yes, I have the patient name. It's um [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Can you spell the name, please?
[CUSTOMER][NEUTRAL] Yes, uh patient first name is [PII] and [PII] last name [PII] [PII].
[AGENT][POSITIVE] All right, thank you for that. One moment.
[CUSTOMER][NEUTRAL] They
[AGENT][NEUTRAL] And just to confirm, [PII], the last name was [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] I'm not able to locate a patient plan under that name. Do you have a claim number or anything?
[CUSTOMER][NEUTRAL] Um, no, ma'am. I don't, like, I don't have a claim number. I just uh wanted to know the like general claim status.
[AGENT][NEUTRAL] OK, unfortunately, I cannot find a member's plan that matches that information. So unfortunately, I would not be able to check any claim without the policy.
[CUSTOMER][POSITIVE] Uh, no problem, it's OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye.