AccountId: 011433970860
ContactId: 52f6b401-e47d-4237-9039-7a3a3b975126
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 277779 ms
Total Talk Time (AGENT): 68630 ms
Total Talk Time (CUSTOMER): 91091 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/52f6b401-e47d-4237-9039-7a3a3b975126_20250623T19:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling on behalf of provider office. Are you studied your destiny?
[AGENT][NEUTRAL] [PII], yes.
[CUSTOMER][NEUTRAL] Uh, hi. So, I'm looking for a claim status.
[AGENT][NEUTRAL] OK, and I'm sorry, I missed your name. What was that?
[CUSTOMER][NEUTRAL] My name is [PII]. Last initial is [PII].
[AGENT][NEUTRAL] OK, and [PII], do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what was that policy number and I can check that claim status.
[CUSTOMER][NEUTRAL] Uh, the policy number is 5, sorry, 5762047928.
[AGENT][NEUTRAL] Um, that's, uh, not one of our policy numbers. Do you have the last name of the patient?
[CUSTOMER][NEUTRAL] Asian name is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And [PII]
[CUSTOMER][POSITIVE] Yes, you are correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, I'm not pulling up that name. Um, do you have a group number by chance or social?
[CUSTOMER][NEUTRAL] Group number. OK. Allow me a minute. Let me check.
[CUSTOMER][NEUTRAL] Uh, I don't have it, sorry.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, do you have the social security number?
[CUSTOMER][NEUTRAL] the policy number.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 0
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hello.
[AGENT][POSITIVE] OK, I'm sorry.
[CUSTOMER][NEUTRAL] Uh, are you there?
[AGENT][NEGATIVE] Yeah, you were cutting out. What was it? [PII]?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] 40,160.
[CUSTOMER][NEUTRAL] 9971.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm not able to locate that patient with any of the information you've provided.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Did you locate it or not?
[AGENT][NEUTRAL] I'm not able to locate the patient with the information you've provided.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] OK. So you're not able to look the number on your system.
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] So, in this way, in this, in this way, you're not able to uh inform me that the member is active with you or not, right?
[AGENT][NEGATIVE] Correct, I can't locate it with all the information you've given me. Nothing comes up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Shall you please confirm me one thing that if, if we need to submit the claim, so what will be the mailing address?
[AGENT][NEUTRAL] Mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], sorry?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, for my
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Zip code [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much for the information. May I get your call reference number, please, for this conversation only?
[AGENT][NEUTRAL] Call reference is my name is [PII], and today's date.
[CUSTOMER][POSITIVE] OK. Thank you so much for the information. Have a great day.
[AGENT][POSITIVE] Thanks for calling APL. You too. Bye bye.