AccountId: 011433970860
ContactId: 81f6ff6e-38aa-4403-bf45-5aaa94c1a518
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 285540 ms
Total Talk Time (AGENT): 76523 ms
Total Talk Time (CUSTOMER): 125288 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/81f6ff6e-38aa-4403-bf45-5aaa94c1a518_20250613T15:32_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. This is [PII] from the provider's office. How are you doing today?
[AGENT][POSITIVE] Hi, how can I help you today, [PII]?
[CUSTOMER][NEUTRAL] How can I help you today Gender claim status.
[AGENT][NEUTRAL] I can help you with claim status. Uh, what's a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII] extension, no extension directly.
[AGENT][NEUTRAL] I'm sorry, could you repeat that for me? The phone kind of broke up.
[CUSTOMER][NEUTRAL] Just something
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, and what is the policy number?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Yup. Uh, it is D as in Delta, 43223583.
[AGENT][NEUTRAL] Do you have the policy card with you?
[CUSTOMER][NEUTRAL] Do you have the policy card
[CUSTOMER][NEUTRAL] Mm, policy card, let me just check.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Ma'am, I don't have the policy card.
[AGENT][NEUTRAL] OK, um, that's not a policy number for us. Um, do you have his social security number or last name?
[CUSTOMER][NEUTRAL] Yup. Uh, I can provide you that. Social Security number, it is uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, give me just a moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is his first name and last name?
[CUSTOMER][NEUTRAL] First name is uh [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying that with me.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Do you have the claim number or the date of service?
[CUSTOMER][NEUTRAL] The claim number I do have is 202505090139 for the date of service of [PII] $30 even.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] [PII], that's right.
[AGENT][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] Give me just one moment.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And this is for a dental claim?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No my medical claim.
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] OK. So what about the member ID?
[AGENT][NEUTRAL] OK, he doesn't have his medical through us?
[AGENT][NEUTRAL] So give me just one moment.
[AGENT][NEUTRAL] Um, well, he doesn't have medical through us. He has dental through us, so I'm gonna give you the number for his, um, medical benefits.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] OK. What's the medical number?
[AGENT][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, may I have the call reference number, [PII]?
[AGENT][NEUTRAL] So we don't have call reference numbers you can use my name and last initial in today's date, so [PII]
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] We
[AGENT][NEUTRAL] In today's date.
[CUSTOMER][POSITIVE] Thank you so much, [PII]. You have a wonderful rest of your day. Bye-bye.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK