AccountId: 011433970860
ContactId: 5c90d145-0033-4a57-b1fd-a377e00f4a5c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153429 ms
Total Talk Time (AGENT): 58212 ms
Total Talk Time (CUSTOMER): 72522 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/5c90d145-0033-4a57-b1fd-a377e00f4a5c_20250428T16:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], I do, I do believe I have the right um area. I'm hoping. I was calling to find out the status of a claim if you guys received it. Is this the right area?
[AGENT][POSITIVE] Yeah, I can absolutely check on that claim for you. um I'm sorry, what was your name?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, [PII], is this for your individual claim or are you with the provider?
[CUSTOMER][NEUTRAL] I'm a provider for Mosaic Life Care.
[AGENT][NEUTRAL] Got you and then um can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am. Uh, we have it as 000 C as in Charles, 10055602.
[AGENT][NEUTRAL] OK, so that's going to be a bit too long to be one of our policy numbers, [PII]. Um, do you maybe have their social? I could search for them that way?
[CUSTOMER][NEUTRAL] It's not, OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, that's what I kind of figured we've mailed the claim but haven't heard anything, so let me get her social here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is for [PII] and her social is [PII].
[AGENT][NEUTRAL] OK, one moment please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. Well, I did not get a result uh with that social, um, you said her name was [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh. [PII]
[AGENT][NEUTRAL] OK, let me try searching the name. Give me just a moment.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Um, what state, uh, does [PII] live in?
[CUSTOMER][NEUTRAL] She lives in [PII].
[AGENT][NEUTRAL] OK, one moment please.
[CUSTOMER][POSITIVE] Thank you, I appreciate it.
[AGENT][NEUTRAL] Of course. All right, yeah, so I do not see this number in our system.
[CUSTOMER][NEUTRAL] OK, then she must have given us the incorrect, so I will reach out to the patient.
[AGENT][POSITIVE] All right, sorry about that. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Um, I don't think so. I might have another one or two, but I'll call back. Thank you.
[AGENT][POSITIVE] Sounds good. Thank you. Have a great rest of your day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.