AccountId: 011433970860
ContactId: 796fe4a4-6ebe-4b86-b03d-aa41b8983824
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158179 ms
Total Talk Time (AGENT): 31629 ms
Total Talk Time (CUSTOMER): 69104 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/796fe4a4-6ebe-4b86-b03d-aa41b8983824_20250506T14:08_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hi, my name is [PII]. I'm calling from provider office. I want to check the payment status.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with claim status. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Oh yeah, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] My extension [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Uh yes, the policy number, it's uh
[CUSTOMER][NEUTRAL] 0000 40 and 72.
[CUSTOMER][NEUTRAL] 42,360.
[AGENT][NEUTRAL] OK, that's not one of our policy numbers. Do you have the member's social security number?
[CUSTOMER][NEUTRAL] Uh, no, I have the Medicare MBI number but not the social.
[AGENT][NEUTRAL] OK. What number do you have? I could try it?
[CUSTOMER][NEUTRAL] Yeah, it's number 7.
[CUSTOMER][NEUTRAL] D [PII].
[CUSTOMER][NEUTRAL] W [PII].
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] P [PII].
[CUSTOMER][NEUTRAL] Number 8
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. No one's coming up under that number. I could try name and date of birth. What's the last name?
[CUSTOMER][NEUTRAL] Yeah, I can spell out for you. The last name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the first name, please?
[CUSTOMER][NEUTRAL] Uh, the first name is [PII].
[AGENT][NEUTRAL] OK, I apologize. No one's coming up under that name either.
[CUSTOMER][POSITIVE] OK, my pleasure. Thank you.