AccountId: 011433970860
ContactId: 50ed8541-9d87-4d25-8e91-edfc767cd2f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 302730 ms
Total Talk Time (AGENT): 74363 ms
Total Talk Time (CUSTOMER): 134091 ms
Interruptions: 3
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/50ed8541-9d87-4d25-8e91-edfc767cd2f4_20250416T15:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, I'm. My name is [PII]. I'm calling from provider office. May I know the claim status?
[AGENT][NEUTRAL] Yes, I could check on a claim for you. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Got it thank you. And then [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, callback number is uh.
[CUSTOMER][NEUTRAL] Once again.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yeah, the policy number is 1 2nd.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, just give me 1 2nd.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, thanks for keeping on hold. I'm so sorry. The ID is 77709.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] W as in Water 150084.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So give me just a moment.
[AGENT][NEUTRAL] That is not gonna be one of our policy numbers, [PII]. um, our policy numbers aren't quite that long. Um, do you maybe have their social I could search for them that way?
[CUSTOMER][POSITIVE] Uh, you take your time.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, they have been like American public life.
[AGENT][NEUTRAL] OK, that's not one of our, our, uh, policy numbers so I'm unable to search with that. Uh, do you have their social security number? I can search for them that way.
[CUSTOMER][NEUTRAL] Yeah, just give me one second. I'll say that it's with SSN number.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, thank you so much for being on hold. Yeah, the SSN number is like 4 digits [PII].
[AGENT][NEUTRAL] OK, I would need the full social, um, not just the last 4. Is that all that you have?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I don't have that too.
[AGENT][NEUTRAL] OK, the only other way I can search is if you uh if you would spell out the first and last name for me.
[CUSTOMER][NEUTRAL] Yeah, just give me one second. Uh, [PII]. This is the first name and the last name is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, um, and [PII] was the last name?
[CUSTOMER][NEUTRAL] Yes, [PII] M. Last.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, uh, one moment please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, take your time. No issues.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, um, I don't have anyone with that name in our system, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, is this commercial payer only, right?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Is commercial payer on?
[AGENT][NEUTRAL] These policies they have through their employers.
[CUSTOMER][POSITIVE] OK. Yeah, thank you so much for your information.
[AGENT][POSITIVE] Of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, no, no information needed. Thank you so much for your valuable information.
[AGENT][POSITIVE] Of course. Thank you. Have a good day.
[CUSTOMER][NEUTRAL] Well,
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][POSITIVE] You too have a good day.
[CUSTOMER][NEUTRAL] Yeah.