AccountId: 011433970860
ContactId: 610dc00c-2ef2-4138-82b7-f374a67fbfca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 260000 ms
Total Talk Time (AGENT): 119308 ms
Total Talk Time (CUSTOMER): 73427 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/610dc00c-2ef2-4138-82b7-f374a67fbfca_20250318T20:17_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I got
[CUSTOMER][NEUTRAL] Yeah [PII], this is [PII] speaking from the part of office for checking on the claim status. Can you spell your name?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], can I get your contact number, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, uh
[CUSTOMER][NEUTRAL] You want the product?
[CUSTOMER][NEUTRAL] Oh, can you repeat it again?
[AGENT][NEUTRAL] Um, just, can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] [PII], I can help you with claim status. Do you have a claim number or policy number for the patient?
[CUSTOMER][NEUTRAL] Yeah, I do have the policy number. It's 565.
[CUSTOMER][NEUTRAL] 467 518
[AGENT][NEUTRAL] That is not our APL policy number. Do you have the policy ID number for APL?
[CUSTOMER][NEUTRAL] Uh, no, I do not. I do have only the group number.
[AGENT][NEUTRAL] OK. What is the patient's last name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] And first name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] Can you spell that? [PII] is it [PII]?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] All right, I've got that, [PII], thank you.
[AGENT][NEUTRAL] Let's see if I can find the [PII]. What state does [PII] reside in? Do you have that information?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The city [PII].
[AGENT][POSITIVE] Perfect. Thank you. I appreciate that. Let me see if I can locate his policy for you.
[AGENT][NEUTRAL] Do you know what street address he lives on?
[AGENT][NEUTRAL] What the street name is?
[CUSTOMER][NEUTRAL] And you want the address?
[AGENT][NEUTRAL] The only policy that I have, what, what is the date of er I mean, his date of birth, [PII] date of birth?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, date of birth will be [PII].
[AGENT][POSITIVE] All right, thank you. I did find a policy for him.
[AGENT][NEUTRAL] It turned on [PII]. Are you needing claim status prior to that date of service?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] What's the term date?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I can check claim status on this policy if I need to for you.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] What's the date of service?
[CUSTOMER][NEUTRAL] Yeah, date of service will be it's [PII].
[AGENT][NEUTRAL] Yeah, I don't have a claim on file for that data service on this policy. I am not locating any active policy for Douglas for that data service.
[CUSTOMER][NEUTRAL] OK. Uh, and after the term of the [PII], uh, the members have not renewed the policy, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] OK, no problem.
[CUSTOMER][NEUTRAL] Can I have the call reference for this patient?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] The call reference number is my name and today's date, and I spell my name.
[CUSTOMER][NEUTRAL] And what was the effective
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, effective rate for this policy?
[AGENT][NEUTRAL] Sure. Effective date is.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, no problem, ma'am. Thank you so much for your assistance. Have a nice day bye bye.
[AGENT][POSITIVE] My pleasure to assist you with that status, [PII]. Anything else I can help you with before you go?
[CUSTOMER][NEUTRAL] No, ma'am. That's it. Bye bye.
[AGENT][POSITIVE] Thank you for calling APL. You have a wonderful afternoon.
[AGENT][NEUTRAL] Bye bye.