AccountId: 011433970860
ContactId: 7ae6660f-87d3-466d-9862-bb0bb4ad9d2b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143729 ms
Total Talk Time (AGENT): 31707 ms
Total Talk Time (CUSTOMER): 82091 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/7ae6660f-87d3-466d-9862-bb0bb4ad9d2b_20250421T16:35_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm not exactly sure how to go about this. I'm calling from a provider's office and I spoke to a patient's mother just now and she said that this the secondary has been turned into your insurance company and I had no idea about it.
[CUSTOMER][NEUTRAL] So it's, can you look for me to see if you have this patient, if you received a claim for them?
[AGENT][POSITIVE] OK, I'd be happy to assist with claim status.
[AGENT][NEUTRAL] May I have your first name please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And [PII], if I can get a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] She only gave me a group number.
[AGENT][NEUTRAL] Do you have the social for the primary?
[CUSTOMER][NEUTRAL] So I don't
[CUSTOMER][NEUTRAL] Um, um, let me, oh, for the, his father, she gave me his date of birth.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I have the, I probably have the social for the patient.
[AGENT][NEUTRAL] I would need the social for the policy holder. What's the patient's name?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] OK, we don't have anyone in our system by that name.
[CUSTOMER][NEUTRAL] OK, yeah, he is the.
[AGENT][NEUTRAL] So, um, call her back and get the primary social or the policy number.
[CUSTOMER][NEUTRAL] I need the social security number for his father and the policy. I asked her for the policy and she said all she had from him was the group. OK, let me call him back and see what I can find out. Thank you very much.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] No, that was all.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You too, bye.
[AGENT][NEUTRAL] Mhm bye bye.