AccountId: 011433970860
ContactId: 45a4f66e-dc47-4087-8d87-432dae15436c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 372559 ms
Total Talk Time (AGENT): 97053 ms
Total Talk Time (CUSTOMER): 112171 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/2025/06/04/45a4f66e-dc47-4087-8d87-432dae15436c_20250604T20:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII]. I wanted to know a claim status.
[AGENT][NEUTRAL] I'm sure I can assist you with claim status. Um, first, could I get your name and a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure my name is [PII].
[CUSTOMER][NEUTRAL] [PII], and the callback number is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII], and could I get the policy number, please?
[CUSTOMER][NEUTRAL] Sure, before I tell you that, just letting you know this call is being recorded for quality and training purposes, OK?
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And the member ID and the member ID is F06498389.
[AGENT][NEUTRAL] OK, that's not one of our policy numbers. Do you have the member's social?
[CUSTOMER][NEUTRAL] No, I do have the name and date of birth.
[AGENT][NEUTRAL] OK. What's the last name, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the first name?
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[CUSTOMER][NEUTRAL] [PII]. The first name is [PII].
[AGENT][NEUTRAL] OK, one moment, please.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Um, yes, one moment, please. I'm looking for her in our system.
[CUSTOMER][NEUTRAL] Do you need the date of birth?
[AGENT][NEUTRAL] Not yet. Well, well, what is it now? Yes. What's the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, for [PII].
[AGENT][NEUTRAL] No, no one's coming up in our system with that name and date of birth.
[CUSTOMER][NEUTRAL] Um, uh, recently, uh, we had called and we got to know that the claim was not on file and we had had sent the claim again. Do you want me to give you the call reference number for that one?
[AGENT][NEUTRAL] No, but if you um have the claim available, you can give me the policy number off of it.
[AGENT][NEUTRAL] Or the client number.
[CUSTOMER][NEUTRAL] No, I don't have the claim number.
[AGENT][NEUTRAL] Well, do you have the policy?
[CUSTOMER][NEUTRAL] No, I actually don't have the claim number.
[AGENT][NEUTRAL] Do you have the policy number? Do you have a copy of the claim? And you should be able to see the policy number on the claim.
[CUSTOMER][NEUTRAL] No, we don't have that.
[CUSTOMER][NEUTRAL] Uh, the member ID I told you is that incorrect?
[AGENT][NEUTRAL] Yes, that's incorrect. Our member IDs don't begin with letters. You said it begins with the letter S?
[CUSTOMER][NEUTRAL] Yeah, it begins with the letter F, F as in fish.
[AGENT][NEUTRAL] Yes, that's not
[AGENT][NEUTRAL] Or F as in Frank, um, no, it doesn't begin with letters. Our member ID start begins with 0.01 or 02.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, uh, just a moment.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh, thank you for patiently waiting. Um, I have one more claim which is under the same patient, but I believe since I you didn't found the patient for this claim, I believe, I guess you wouldn't be able to find for that one as well, right?
[AGENT][NEUTRAL] Right. If you still don't have the, the policy number or the social, then no, I don't, I won't be able to look her up or look the patient up in the system.
[CUSTOMER][NEUTRAL] OK, no problem, and.
[CUSTOMER][NEUTRAL] May I know your name?
[AGENT][NEUTRAL] My name is [PII]. It's spelled [PII] [PII].
[CUSTOMER][NEUTRAL] And may I get the call reference number for this one?
[AGENT][NEUTRAL] So the reference number, you can use my name and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Um, no, that will be all actually. Thank you very much.
[AGENT][NEUTRAL] OK, well I think you know.
[CUSTOMER][POSITIVE] And hope you have a great day ahead.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APO um bye.
[CUSTOMER][NEUTRAL] Bye bye.