AccountId: 011433970860
ContactId: 7c93678a-9e7f-4a01-8c4d-ce72d927d305
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186839 ms
Total Talk Time (AGENT): 74556 ms
Total Talk Time (CUSTOMER): 84996 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/7c93678a-9e7f-4a01-8c4d-ce72d927d305_20250515T15:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII] with USA Health. I need to see about a claim, please.
[AGENT][NEUTRAL] OK, I can check on that claim for you.
[CUSTOMER][NEUTRAL] Or see if you can
[CUSTOMER][NEUTRAL] OK. The claim denied due to, um, couldn't verify the patient. So I'm gonna see if maybe we can.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Looking at that social or see if I don't have a copy of the card.
[AGENT][NEUTRAL] Sure, OK.
[AGENT][POSITIVE] No worries, yeah, we can definitely get clarification on that. um [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Do you have a policy number?
[CUSTOMER][NEUTRAL] I do. It's S like Sam, E like Edward.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that's not.
[CUSTOMER][NEUTRAL] 003.
[AGENT][NEUTRAL] Sorry, I'm just gonna, I'm don't mean to interrupt, but that is, uh, not one of our policy numbers. Um, they don't begin with letters, um, do you maybe have their, uh, the social I could search for them that way.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have his social, let's see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That is
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And what was the name for the member?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, well, I did not get a result with that social. Um, the only other thing I can try, [PII], is if you wouldn't mind uh spelling out the first and last name for me.
[CUSTOMER][NEUTRAL] Sure, the first name is [PII].
[CUSTOMER][NEUTRAL] [PII], and the last name is [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, I do not have anyone with that name in our system, [PII].
[CUSTOMER][NEUTRAL] OK. All right. I, he gave.
[CUSTOMER][NEUTRAL] I don't know where they got you all, but I know that I've seen a policy number that starts with SE. I just can't think of the carrier.
[AGENT][NEUTRAL] I'm not sure. I know that a lot of them sound similar too, so maybe he didn't mean uh APL. I know a lot of them have like American and stuff like that in it, so there's a lot of confusion.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Right, OK. Well, I appreciate the help. Um, is there a reference number?
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] It would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII]
[CUSTOMER][NEGATIVE] At all for the cost.
[CUSTOMER][POSITIVE] Awesome. Thank you so much.
[AGENT][POSITIVE] Of course, thanks for giving us a call have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.