AccountId: 011433970860
ContactId: 4b784180-c762-4d3c-b76a-2420acea5961
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186509 ms
Total Talk Time (AGENT): 60521 ms
Total Talk Time (CUSTOMER): 74782 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/4b784180-c762-4d3c-b76a-2420acea5961_20250402T19:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm trying to see if you could help me with um.
[CUSTOMER][NEUTRAL] Claim status, please. I'm actually a medical provider.
[AGENT][NEUTRAL] Sure, I could check on a claim for you. Uh, what was your name?
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] I do. It's A as in apple, 15100016.
[AGENT][NEUTRAL] OK, uh, so that's gonna be a bit too long to be one of our policy numbers, [PII], um, and they don't start with a letter. Um, do you maybe have their social? I could search for them that way.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I could check, hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then the services are rendered in [PII]. I don't know if that matters.
[AGENT][NEUTRAL] No, not at all. You're fine.
[CUSTOMER][NEUTRAL] OK, so that's uh social number is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK and then what was the name for the member?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, OK, I did not get a result with that social, um.
[AGENT][NEUTRAL] The only other thing I can try is if you wouldn't mind spelling out the first and last name for me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Not at all. The first name is spelled [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm sorry, um, and the last name is [PII]
[AGENT][NEUTRAL] That's OK.
[AGENT][POSITIVE] Got it thank you one moment.
[AGENT][NEUTRAL] OK, I do not have anyone with that name in our system, [PII].
[CUSTOMER][NEUTRAL] OK, and then also I see the claim was actually billed to um a [PII] address, so you're able to see any of the policies throughout any state then, correct?
[AGENT][NEUTRAL] Oh yes.
[CUSTOMER][POSITIVE] OK, perfect. That's all I needed to know. And then um what is your first name again? I'm so sorry.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Is there a call reference number by any chance?
[AGENT][NEUTRAL] It would just be my first name, last initial, and today's date, uh, so my last initial is [PII] Was there anything else I could help you with [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, no, that would be it. Thank you so much. Have a good day.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.