AccountId: 011433970860
ContactId: 64a0f1b6-3f49-4d51-8858-7486196d6726
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 363609 ms
Total Talk Time (AGENT): 61735 ms
Total Talk Time (CUSTOMER): 160278 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/64a0f1b6-3f49-4d51-8858-7486196d6726_20250407T21:37_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm looking for the status of the claim. How are you doing today, ma'am?
[AGENT][POSITIVE] I'm doing good. How about you?
[CUSTOMER][POSITIVE] So far so good, ma'am. Thanks for asking.
[AGENT][NEUTRAL] And you say your name was [PII]?
[CUSTOMER][NEUTRAL] Uh sorry, my name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, ma'am. The member policy number is D as in Delta 476911.
[CUSTOMER][NEUTRAL] 06.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and the last name of the patient?
[CUSTOMER][NEUTRAL] Patient's last name is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 6
[CUSTOMER][NEUTRAL] May I pronounce it for you?
[AGENT][NEUTRAL] Uh, can you spell it?
[CUSTOMER][NEUTRAL] Uh thank you. Uh, it's [PII] uh
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Again, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Again, [PII].
[AGENT][NEUTRAL] And do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, ma'am. The callback number is [PII].
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]. It's a direct call and there is no extension.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what was the first name of the patient?
[CUSTOMER][NEUTRAL] OK. The patient's first name is [PII].
[AGENT][NEUTRAL] I'm not pulling up that name. Do you have a group number?
[AGENT][NEUTRAL] Social security number?
[CUSTOMER][NEUTRAL] Um, just a second.
[CUSTOMER][NEUTRAL] Yeah, the patients, I, I don't have the SSN number here.
[CUSTOMER][NEUTRAL] And uh but I do have the group number which is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] I'm not pulling anything up under that group.
[CUSTOMER][NEUTRAL] May I spell the patient's first name for you?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Uh, not pulling that up.
[CUSTOMER][NEUTRAL] So the number is not.
[CUSTOMER][NEUTRAL] Pulling out, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] So, is there any
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] May I provide you the patient's home address? Is it OK for you to verify it?
[AGENT][NEUTRAL] Um, I, I can't look up home addresses. I can look up name, group number, social security number, policy number.
[CUSTOMER][NEUTRAL] Uh, I do have the policy number. Can you just verify it, please?
[AGENT][POSITIVE] Yeah, that's what I tried the first time. I'll try it again.
[CUSTOMER][NEUTRAL] Uh, the policy number is D as in Delta 47691106.
[AGENT][NEUTRAL] Yeah, I'm not, I'm not pulling anything up under that number.
[CUSTOMER][NEUTRAL] OK, ma'am. Thank you for the verification, and can you just provide me the call reference number for this call, please?
[AGENT][NEUTRAL] Code reference number will be my name, [PII].
[AGENT][NEUTRAL] S T E P H A N Y. First initial to last name is [PII] as in [PII], and today's date.
[CUSTOMER][POSITIVE] And thank you very much for assisting me today, [PII], and I do really appreciate your patience and kindness for assisting me out and have a wonderful day ahead, [PII]. Thank you.
[AGENT][POSITIVE] OK, thank you for calling APL. You have a great day too.
[CUSTOMER][NEUTRAL] Bye, ma'am.