AccountId: 011433970860
ContactId: 74cd0dc2-70d7-4be3-a548-7eecf4a7c476
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 287100 ms
Total Talk Time (AGENT): 102845 ms
Total Talk Time (CUSTOMER): 84834 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/2025/04/14/74cd0dc2-70d7-4be3-a548-7eecf4a7c476_20250414T15:39_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, I have a few claims um looks like for a husband and wife. I need to check claim status on.
[AGENT][POSITIVE] Excuse me, it would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] My name's [PII].
[AGENT][POSITIVE] Thank you, [PII] and a callback number please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Uh, let me look here, bear with me. I have it listed here as.
[CUSTOMER][NEUTRAL] 494-522-714
[AGENT][NEUTRAL] Is that a social maybe?
[CUSTOMER][NEUTRAL] Uh, looks like it probably is.
[AGENT][NEUTRAL] OK, let me see if I can pull it up. Do you mind repeating that number so I can.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Traders of social.
[CUSTOMER][POSITIVE] Yeah, no problem.
[CUSTOMER][NEUTRAL] Uh, let's see, uh, 494-522-714.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is the name of the patient?
[CUSTOMER][NEUTRAL] Um, this one is [PII].
[AGENT][NEUTRAL] Do you have, is he the policy holder?
[CUSTOMER][NEUTRAL] Um, it doesn't say here. It could possibly be the wife. I do have that information as well.
[AGENT][NEUTRAL] What is her name?
[CUSTOMER][NEUTRAL] Uh, her name is [PII].
[AGENT][NEUTRAL] OK, so it didn't come up under that at all. Let's see.
[AGENT][NEUTRAL] And what, I have a lot of [PII]. What city and state?
[AGENT][NEUTRAL] Are they in?
[CUSTOMER][NEUTRAL] Uh, let me go back here. She's uh [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Would a date of birth help?
[AGENT][NEUTRAL] Don't have a date of birth, sir. Do you happen to have her social?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, um, [PII].
[AGENT][NEUTRAL] It didn't come up under that either. Is it for [PII]?
[CUSTOMER][NEUTRAL] Uh, yeah, that's what they have listed in here, but I don't have a card.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, I'm checking [PII]'s in our system and I don't.
[AGENT][NEUTRAL] Have one in [PII].
[AGENT][NEUTRAL] And where did you mail the claims to?
[CUSTOMER][NEUTRAL] Yeah, hold on here, bear with me.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] So that's not [PII]'s address.
[AGENT][NEUTRAL] Trying to
[CUSTOMER][NEUTRAL] Mm yeah that's all they've got listed there.
[AGENT][NEUTRAL] And you said the husband's name was?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, the husband's name is [PII], yes.
[AGENT][NEUTRAL] See if I can
[CUSTOMER][NEUTRAL] He's also [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you know who their employer is maybe?
[CUSTOMER][NEUTRAL] Uh, let's see if it's listed here.
[CUSTOMER][NEUTRAL] Uh, no, doesn't say.
[AGENT][NEUTRAL] Cause I don't see a [PII] in [PII] either.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm wondering if it's for a diff, I was trying to think who it might be.
[AGENT][NEUTRAL] But in [PII], I'm not sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I can have them reach out just to verify their coverage.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That's what I would do.
[AGENT][NEUTRAL] And if you find out or if they have an APL ID card, you know, just see if you can get that information and call back. We'll be happy to help you if we can locate them.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] OK will do thank you.
[AGENT][POSITIVE] Thank you for calling APL April. I'm sorry I wasn't able to provide that information, but I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.