AccountId: 011433970860
ContactId: 5d8fc6a3-ecae-487f-bd4f-1063ce70585f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172300 ms
Total Talk Time (AGENT): 64685 ms
Total Talk Time (CUSTOMER): 69451 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/5d8fc6a3-ecae-487f-bd4f-1063ce70585f_20250321T19:32_UTC.wav
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[AGENT][NEUTRAL] Contacting APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is uh [PII]. I'm actually looking for a medical claim status. I'm calling from the office.
[AGENT][NEUTRAL] I can help with the claim status. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] Um, I have here the Medicare number.
[AGENT][NEUTRAL] The, the Medicare number?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, I do not have the policy number.
[AGENT][NEUTRAL] OK, um, do you have their social security number?
[CUSTOMER][NEUTRAL] Uh, let me just check, uh.
[CUSTOMER][NEUTRAL] Um, uh, no, ma'am, sorry, I do not have that.
[AGENT][NEUTRAL] OK. Well, let's see if we can look at that by their name. How do you spell the, the last name, please, [PII]?
[CUSTOMER][NEUTRAL] Um, it's [PII], uh, it's going to be [PII].
[AGENT][POSITIVE] Thank you. And the first name?
[CUSTOMER][NEUTRAL] First name is [PII]
[AGENT][NEUTRAL] And her date of birth, please?
[CUSTOMER][NEUTRAL] It's [PII]. Yeah, it's [PII].
[AGENT][POSITIVE] Great, thank you. And if I can have a callback number please, while I'm looking up the policy.
[CUSTOMER][NEUTRAL] Yeah, the number is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me just make sure that I'm spelling her name properly. [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Um, actually, the last three alphabets, it's
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Right, yeah, so I've got [PII]
[CUSTOMER][POSITIVE] Exactly, you got it.
[AGENT][NEGATIVE] OK, now, it's not coming up in my system. I don't have anybody by that name um that is showing up in our system.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] So I
[CUSTOMER][NEUTRAL] Actually it's the mhm.
[CUSTOMER][NEUTRAL] It's [PII]. I don't know. OK, got you, uh, no problem. And you said your name is, ma'am?
[AGENT][NEUTRAL] My name is [PII], and the first letter of my last name is [PII] [PII]. We're gonna use that in today's date as a reference.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, can you spell out her name is [PII]
[AGENT][POSITIVE] Uh, that's correct.
[CUSTOMER][POSITIVE] Oh [PII], OK, thank you, [PII], thanks a lot.
[AGENT][POSITIVE] OK, there's anything else we can help with, thanks for contacting AP. Have a good day.