AccountId: 011433970860
ContactId: 685757fb-4143-4681-ba35-245898d2a29c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179710 ms
Total Talk Time (AGENT): 60459 ms
Total Talk Time (CUSTOMER): 44148 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/685757fb-4143-4681-ba35-245898d2a29c_20250522T15:06_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII]. The last essential is P P for [PII].
[CUSTOMER][NEUTRAL] And I want to know the claim status.
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you with claim status. What is that callback number?
[CUSTOMER][NEUTRAL] Callback number is [PII]. Extension is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And [PII], what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] Sorry, but I don't have a policy number. Can you please search with Medicare ID?
[AGENT][NEUTRAL] Now, we're not Medicare. Uh, do you have the APL?
[AGENT][NEUTRAL] ID?
[AGENT][NEUTRAL] Or a claim number?
[CUSTOMER][NEUTRAL] Wait a second.
[AGENT][NEUTRAL] For APL?
[CUSTOMER][NEUTRAL] No, it's a medical crossover crossover claim, that's why.
[AGENT][NEUTRAL] OK, what is the, let's do a name search. What is the last name of the patient, please, sir?
[CUSTOMER][NEUTRAL] It's P for Papa, [PII] for Alpha, C for Charlie, H for Hotel, E for Echo, C for Charlie, [PII] for Oscar.
[AGENT][NEUTRAL] And the first name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I do not have a Lydia Pacheco on file. Do you happen to have their social? I can check by social also.
[CUSTOMER][NEUTRAL] Wait a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I don't have.
[AGENT][NEGATIVE] Uh, I am unable to locate the patient with that information.
[AGENT][NEUTRAL] If you can get an APL ID number.
[AGENT][POSITIVE] I will be happy to assist you further.
[CUSTOMER][NEUTRAL] But I don't have.
[AGENT][NEUTRAL] And without that policy number or their social, I'm just not able to locate them by name.
[CUSTOMER][POSITIVE] OK, no problem. Thank you.
[CUSTOMER][POSITIVE] OK, no problem, thank you.
[AGENT][POSITIVE] Well, [PII], it's been my pleasure to assist you with that claim status. Thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye-bye.