AccountId: 011433970860
ContactId: 81cc9fcb-75ca-4e86-91d9-26ecbca6f5ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 245919 ms
Total Talk Time (AGENT): 56328 ms
Total Talk Time (CUSTOMER): 75374 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/81cc9fcb-75ca-4e86-91d9-26ecbca6f5ae_20250211T17:13_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. I'm calling to see if you have a claim on file for a member.
[AGENT][NEUTRAL] OK, I'm happy to check for a claim. Do we have their policy number?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] I have the group number, yes.
[AGENT][NEUTRAL] OK, what, what do we have?
[CUSTOMER][NEUTRAL] C
[CUSTOMER][NEUTRAL] 20722.
[AGENT][NEUTRAL] All right, let me pull this up here.
[AGENT][NEUTRAL] What's the patient's first and last name?
[CUSTOMER][NEUTRAL] Um first name is [PII], last name is [PII]
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] [PII] but the game is actually for one of the dependents.
[AGENT][NEUTRAL] OK, who is the claim for?
[CUSTOMER][NEUTRAL] The um dependent child child yeah.
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, yeah, there's no claims on file for [PII] of 24.
[CUSTOMER][NEUTRAL] [PII] no.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] For the dependent, nothing.
[AGENT][NEGATIVE] Yeah, no, nothing for [PII] for 5124.
[CUSTOMER][NEUTRAL] Um, can you see maybe they put it on the, the policyholder by any chance?
[AGENT][NEUTRAL] Yeah, let me check.
[AGENT][NEGATIVE] Yeah, I don't see anything even for the uh subscriber.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me just make sure I have the right date of service.
[CUSTOMER][NEUTRAL] OK, one second.
[CUSTOMER][NEUTRAL] Lab, it was a lab clean.
[CUSTOMER][NEUTRAL] Yeah, [PII] nothing.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much. um, can I have your name and a reference number please?
[AGENT][NEUTRAL] Yeah, absolutely. So the call reference is my name with my last initial and today's date. My name is [PII], that's [PII] Last initial is [PII].
[CUSTOMER][POSITIVE] Great thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.