AccountId: 011433970860
ContactId: 4d7fba9d-8ed8-4b39-977d-c5664cbec52e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211320 ms
Total Talk Time (AGENT): 65492 ms
Total Talk Time (CUSTOMER): 86302 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/4d7fba9d-8ed8-4b39-977d-c5664cbec52e_20250326T15:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Hi, this is [PII] from the provider's office to check the status.
[AGENT][NEUTRAL] OK [PII], I can help you with claim status sir. Can I please get your callback number just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, policy number is 1046105 M as in Mike, L as in Lima, A as in Alpha. Patient name is [PII]. [PII] is date of birth. OK.
[AGENT][NEUTRAL] OK, let me pull up that policy for us real quick.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, let me repeat the policy number. It is 1046105ML8.
[CUSTOMER][NEUTRAL] Yes. M L A, A as in Alpha, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I am not showing the member's name of [PII] with that date of birth under that policy number in our system.
[CUSTOMER][NEUTRAL] You can't be able to locate the patient?
[AGENT][NEUTRAL] No, I have a different member name for that policy number.
[CUSTOMER][NEUTRAL] 00, you show a different name, OK.
[CUSTOMER][NEUTRAL] OK. Uh, I mean, patient name doesn't match with that policy number? Is it correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. Just give me a few seconds. I do have got copy. OK. So actually, it mentioned like [PII]. Is it correct? [PII].
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] No, that's not the name on this policy number.
[CUSTOMER][NEUTRAL] OK. Oh, OK, OK, give me a second. I'm just checking system.
[CUSTOMER][NEUTRAL] Oh, OK. I, I do have only this name, um.
[CUSTOMER][NEUTRAL] Give me a second, I do have some other card copy.
[AGENT][POSITIVE] Yes, sir. Take your time.
[CUSTOMER][POSITIVE] Thank you, thank you so much for understanding.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So it, you can confirm me, it is also not [PII], right? It also doesn't match, right?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Right, that's not [PII].
[CUSTOMER][POSITIVE] Thank you on the
[CUSTOMER][POSITIVE] Anyway, thank you so much. And if you don't mind, could you please spell out your name just to make a document purpose.
[AGENT][NEUTRAL] Yes, my name is [PII]
[CUSTOMER][POSITIVE] Sorry, thank you. I'm sorry for the inconvenience. Can I get the reference number?
[AGENT][NEUTRAL] It's
[AGENT][POSITIVE] Yes, you can use my name and today's date. It's no inconvenience. I enjoyed helping you.
[CUSTOMER][POSITIVE] Thank you, sorry for the support. Have a nice day. Bye-bye.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] You too and thank you for calling APL sir bye bye.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Bye.