AccountId: 011433970860
ContactId: 7f20a705-7b05-4053-822d-d2521b0dd0db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 359839 ms
Total Talk Time (AGENT): 81539 ms
Total Talk Time (CUSTOMER): 142831 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/7f20a705-7b05-4053-822d-d2521b0dd0db_20250618T19:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. Uh, I call from the Center for Bone and Joint Surgery of the Palm Beaches. I have a question for claim David.
[AGENT][NEUTRAL] Yes, ma'am. I can assist you with claim status. Um, first, could I get your name again and a good callback number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And my card number is 561803.
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number.
[CUSTOMER][NEUTRAL] Yeah, the policy number is 19719.
[AGENT][NEUTRAL] 19719.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, that's not one of our policy numbers. Do you have the member social?
[CUSTOMER][NEUTRAL] Uh, let me check.
[CUSTOMER][NEUTRAL] Mm, no.
[AGENT][NEUTRAL] I could try to look him up by name, date of birth. What's the last name, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, the date of birth is [PII].
[AGENT][NEUTRAL] And the last name?
[CUSTOMER][NEUTRAL] And the member's name is [PII].
[AGENT][NEUTRAL] Spell the last name, please?
[CUSTOMER][NEUTRAL] Yeah, uh, the first name is [PII] and the last name [PII].
[AGENT][NEUTRAL] And his date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I found him in our system. Would you like his policy number?
[CUSTOMER][NEUTRAL] Uh, yeah, uh.
[CUSTOMER][NEUTRAL] I have, I'm sorry, did you need it?
[CUSTOMER][NEUTRAL] The policy number?
[AGENT][NEUTRAL] No, I'm letting you know that I found him in our system, and would you like his correct policy number? I could give that to you.
[CUSTOMER][POSITIVE] Oh, perfect. Do you have it?
[AGENT][NEUTRAL] Yes. Let me know when you're ready.
[CUSTOMER][NEUTRAL] OK. Mhm.
[CUSTOMER][POSITIVE] Yeah, I got it.
[AGENT][NEUTRAL] It is 021.
[AGENT][NEUTRAL] 97552.
[CUSTOMER][NEUTRAL] OK, 021-975-552.
[AGENT][NEUTRAL] Yes, ma'am. That's his policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 6
[AGENT][NEUTRAL] And what's the date of service and bill charges on the claim you're calling about?
[CUSTOMER][NEUTRAL] Yeah, the data service is [PII].
[CUSTOMER][NEUTRAL] And the bill amount is
[CUSTOMER][NEUTRAL] 458.46 cents.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, I'm not showing that claim on file. Would you like to verify how it was submitted?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm, give me one second.
[CUSTOMER][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, uh, hm, I don't see in my system. So.
[CUSTOMER][NEUTRAL] I have all the uh the address.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] OK, [PII]. This is correct?
[AGENT][NEUTRAL] Yes, ma'am. That's correct and the claim could be resubmitted um because I'm not showing it on file.
[CUSTOMER][NEUTRAL] What is the payer ID sir?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] 60.
[AGENT][NEUTRAL] Mhm. 801.
[CUSTOMER][NEUTRAL] AC
[CUSTOMER][NEUTRAL] A lot of AT right?
[CUSTOMER][POSITIVE] OK, OK, perfect, thank you. I'm sorry, can you repeat your name one more time?
[AGENT][NEUTRAL] Um my name is [PII]. It's spelled [PII] and my last initial is [PII]. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Oh, that's it. Thank you. Um, your reference number for this call?
[AGENT][NEUTRAL] Um, it'll be my name and today's date.
[CUSTOMER][POSITIVE] OK. Got it. Perfect. Thank you. Thank you for your help.
[AGENT][POSITIVE] OK, thank you, [PII] for calling APL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Mhm