AccountId: 011433970860
ContactId: 7b66465f-3f67-4f31-82fa-ac52b9d8bc67
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 231279 ms
Total Talk Time (AGENT): 89668 ms
Total Talk Time (CUSTOMER): 78924 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/7b66465f-3f67-4f31-82fa-ac52b9d8bc67_20250409T16:47_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]. My name is [PII] calling from provider office to check on the claim status.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you with claim status. Do you mind spelling your name for documentation?
[CUSTOMER][NEUTRAL] Sure. First name, [PII]. Last name initial [PII] Can you please spell out your name?
[AGENT][POSITIVE] Sure, it would be my pleasure, [PII]. My name is [PII].
[AGENT][NEUTRAL] And [PII], what is a good callback number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Callback number is [PII]. There is no extension, this direct line.
[AGENT][NEUTRAL] Thank you, [PII] and what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Yeah. The policy number is
[CUSTOMER][NEUTRAL] A as in Alpha.
[CUSTOMER][NEUTRAL] F as in Frank, T as in Tango, A as in Alpha, R as in Romeo, 147.
[CUSTOMER][NEUTRAL] 856-3.
[AGENT][NEUTRAL] OK. Now that is not the APL policy number. Our policy numbers are all numerical. Do you happen to have an all numerical policy number for the patient?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] It's gonna be an APO.
[CUSTOMER][NEUTRAL] Can you please verify the patient?
[CUSTOMER][NEUTRAL] Uh, can you please verify the patient, uh, SSN number?
[AGENT][NEUTRAL] I sure can. What's the social?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the patient's last name?
[CUSTOMER][NEUTRAL] Last name is
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] The spelling is [PII]. First name is [PII].
[AGENT][NEUTRAL] Thank you. Now I was not able to pull that name up by social, so I'm going to look by name.
[AGENT][NEUTRAL] And I don't have an [PII] in our system. Do you happen to have the APL ID card?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Uh, no, I don't have a patient ID card.
[AGENT][NEUTRAL] Or a claim number.
[CUSTOMER][NEUTRAL] No, this is the first time I'm calling, so.
[CUSTOMER][NEUTRAL] I don't have a claim number also.
[AGENT][NEUTRAL] And are you, is it with APL?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] I am just unable to locate the.
[AGENT][NEUTRAL] Patient in our system with that information.
[CUSTOMER][NEUTRAL] Uh, it's OK.
[CUSTOMER][NEUTRAL] Can you please give me the call reference number? I can, I will connect that number with correct information.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Yes, if you get that information, please call us back. We'll be happy to assist you. The call reference number is my name and today's date, and I spell my name [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] And [PII], it was a pleasure to try to assist you today. Anything else?
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] No, that's all I need.
[AGENT][POSITIVE] Well thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] Yeah, bye.
[AGENT][NEUTRAL] Bye-bye.