AccountId: 011433970860
ContactId: 4f7e1b57-1345-4755-b4c6-46c81dcbb7b7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161580 ms
Total Talk Time (AGENT): 49987 ms
Total Talk Time (CUSTOMER): 66093 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/4f7e1b57-1345-4755-b4c6-46c81dcbb7b7_20250602T14:50_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from the provider's office to check on the claim status.
[AGENT][NEUTRAL] I'm sure [PII] I can assist you with client status. Um first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, my callback number is [PII]. Could you please spell your name for me?
[AGENT][NEUTRAL] My name is [PII]. It's spelled [PII] and my last initial is [PII].
[CUSTOMER][POSITIVE] Thank you for that. How are you doing today?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] I'm good. How are you, [PII]?
[CUSTOMER][POSITIVE] I'm doing great. Thank you for asking.
[AGENT][NEUTRAL] OK, great. Um, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Yes, just bear with me.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It's 740-155-742013.
[AGENT][NEUTRAL] OK, that's not one of our policy numbers. Do you have the member's social?
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] That's not one of our policy numbers. Do you have the member's social? I can look them up that way.
[CUSTOMER][NEUTRAL] You're asking about the member's name?
[AGENT][NEUTRAL] Yes, I could look up by name and date of birth also. What's the last name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] as in
[CUSTOMER][NEUTRAL] [PII]. Last name is [PII] and the date of birth is gonna be [PII].
[AGENT][NEUTRAL] OK. And spell the last name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, one moment, please.
[AGENT][NEUTRAL] OK, no one's coming up in our system under that name either.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] This claim has been forwarded from the Medicaid.
[AGENT][NEUTRAL] No, I'm not showing a claim on file with that um.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Name or the policy number that you provided?