AccountId: 011433970860
ContactId: 6b6ebf57-e265-4bcf-8449-21eab989370c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 408649 ms
Total Talk Time (AGENT): 71439 ms
Total Talk Time (CUSTOMER): 215957 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/6b6ebf57-e265-4bcf-8449-21eab989370c_20250317T20:40_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey there, my name is [PII]. I'm calling from the provider's office um to check the status of a claim.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the claim status, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[CUSTOMER][NEUTRAL] So it's [PII].
[CUSTOMER][NEUTRAL] [PII] with no extension.
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, um, well, it contains the letters. Is it OK if I also, um, include the letters?
[AGENT][NEUTRAL] Are they letters outside of ML 8?
[AGENT][NEUTRAL] Or ML 7?
[CUSTOMER][NEUTRAL] Um, well,
[CUSTOMER][NEUTRAL] No, well, let me just give you the letters, um, it, it's F for Frank, I for India R.
[AGENT][NEUTRAL] Well, hold on, hold on. The reason I'm asking is because if they have any other letters outside of ML7 or ML8, it's not an APL policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh well these are the only letters I see here besides the numbers of course.
[AGENT][NEUTRAL] I can look with the members' first and last name or their social, their full social.
[CUSTOMER][NEUTRAL] OK, I can provide you with the name and last name and any other information, um, besides the social. I'm sorry, I'm just not sure if I'm able to provide with the social security number over the phone, but I can provide you with anything else you need.
[AGENT][NEUTRAL] OK, so those are the only two ways that we can um search the the policy. Um, I can try with the first and last name, but in terms of HIPAA compliance, the social is fine as well, but I can search with the first and last name if you'd like.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK. Let's try with that first. OK, so the name is [PII]. Um, I can spell it for you just to make sure you have the right one. It is [PII], [PII] [PII] [PII], [PII], [PII].
[CUSTOMER][NEUTRAL] And the last name is [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Anyways
[AGENT][NEUTRAL] All right, so I'm just waiting for the policies to populate here. Hold on one moment.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So for the.
[CUSTOMER][NEUTRAL] We have to we have to.
[CUSTOMER][NEUTRAL] You you.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so we don't have any policies with the last name [PII].
[CUSTOMER][NEUTRAL] OK, um, hold a second, let me see.
[CUSTOMER][NEUTRAL] OK, let me see if I can provide you then with the social security number uh OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, OK. Can you please allow me one minute or less than one minute, and I'll be right back. OK. Thank you. I'll be, I'll be right back.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Yeah, take your time. OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Hello. Please hold for the first available representative. It is important that we speak with you. We will be with you shortly. Thank you.
[CUSTOMER][POSITIVE] Hello. Please hold for the first available representative. It is important that we speak with you. We will be with you shortly. Thank you.
[CUSTOMER][POSITIVE] Hello. Please hold for the first available representative. It is important that we speak with you. We will be with you shortly. Thank you.
[CUSTOMER][POSITIVE] Hello. Please hold for the first available representative. It is important that we speak with you. We will be with you shortly. Thank you.
[CUSTOMER][POSITIVE] Hello. Please hold for the first available representative. It is important that we speak with you. We will be with you shortly. Thank you.
[CUSTOMER][POSITIVE] Hello. Please hold for the first available representative. It is important that we speak with you. We will be with you shortly. Thank you.
[CUSTOMER][POSITIVE] Hello. Please hold for the first available representative. It is important that we speak with you. We will be with you shortly. Thank you.
[CUSTOMER][POSITIVE] Hello. Please hold for the first available representative. It is important that we speak with you. We will be with you shortly. Thank you.
[CUSTOMER][NEUTRAL] Hello, please.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, I'm here.
[CUSTOMER][POSITIVE] I'm so sorry for the delay. Um, I'll just check in here, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And again I'm so sorry but I'm not able to provide with um the social security number um but it's OK I'll see what I can do over here but I do appreciate appreciate you trying to um to find the number thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh, you're very welcome. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Oh, not really. I was just calling to check, you know, a claim for this number, but thank you again.
[AGENT][POSITIVE] You're welcome and thanks for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.