AccountId: 011433970860
ContactId: 6512f680-9ca3-4481-b833-ce0c9df58479
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146440 ms
Total Talk Time (AGENT): 43032 ms
Total Talk Time (CUSTOMER): 56405 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/6512f680-9ca3-4481-b833-ce0c9df58479_20250523T13:16_UTC.wav
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[AGENT][POSITIVE] And thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling from a provider's office and I'm calling to see if you have a claim on file.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with claim status. Um, first, could I get a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] My direct line is [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] OK, policy number is.
[CUSTOMER][NEUTRAL] Uh, where did I go here. OK. 000 AM S as in Sam 010046.
[AGENT][NEUTRAL] OK, I apologize. That's not one of our policy numbers. Um, if you have the member's social or name and date of birth, I can look them up that way.
[CUSTOMER][NEUTRAL] OK. The uh name uh is [PII].
[CUSTOMER][NEUTRAL] And uh date of birth is [PII].
[AGENT][NEUTRAL] OK, so the last name is [PII], [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And the first name is [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. I apologize. I'm not showing an active policy um under that name. Do you have the members social?
[CUSTOMER][NEUTRAL] No, I don't. Um.
[CUSTOMER][NEUTRAL] Let's see. All right, I will, uh, let me look into this a little bit further and then I can uh.
[CUSTOMER][NEUTRAL] Give a call back um if I need to on this.
[AGENT][NEUTRAL] OK. Well, we're here until [PII] central time.
[CUSTOMER][POSITIVE] OK. Thank you so much. Have a great day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling ATL. Mm bye.
[CUSTOMER][NEUTRAL] OK, bye-bye.