AccountId: 011433970860
ContactId: 901714fa-4531-49c7-8def-d22fe070a25a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 415350 ms
Total Talk Time (AGENT): 97857 ms
Total Talk Time (CUSTOMER): 110893 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/901714fa-4531-49c7-8def-d22fe070a25a_20250219T18:38_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is. May I help you?
[CUSTOMER][NEUTRAL] Oh hi, my name is [PII] calling from products office to check on claims status. How are you today?
[AGENT][POSITIVE] I'm doing well, [PII], how are you?
[CUSTOMER][NEUTRAL] Yeah, fine. And how about you, and could you spell out your name?
[AGENT][NEUTRAL] Yes, my name is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. And [PII]. Yes, go ahead, please.
[AGENT][NEUTRAL] And [PII], may I have
[AGENT][NEUTRAL] Um
[AGENT][POSITIVE] I'm doing well. May I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh, just a moment, [PII]. I'm going to provide you the callback number.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Just a moment, and I'm going to, to call back number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] Oh, member's policy number is
[CUSTOMER][NEUTRAL] It's Q as in Queen, V as in Victor, G as in George, 56797178.
[AGENT][NEUTRAL] OK, that's not an APL policy number. Our policy numbers usually start with a 01 or 02, have an ML 7 or 8 at the end.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do you see that number anywhere?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Do you have the APL ID card?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, do you have a social for the member or their first and last name?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] Uh, patient's first name is uh [PII] and last name is [PII].
[AGENT][NEUTRAL] Sorry?
[CUSTOMER][NEUTRAL] Patient's first name is, first name spells like [PII], and last name spells like [PII], which was like [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, yes, it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Hold on one moment. I'm just waiting for the um.
[AGENT][NEUTRAL] Policies to populate here.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] OK, I'm not showing a member on file with the name of [PII]. Do you have a social for the member?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, well, we're gonna need more information for this number. Um, the policy number provided was not an APL policy number, and do you have a social? I can look it up with the social or the first and last name. There's no uh policy here. So the last thing would be the social.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The full social.
[CUSTOMER][NEUTRAL] Uh, I do not, I do not have the Social Security number.
[AGENT][NEUTRAL] OK, well, we're gonna need more information um to be able to pull up a policy, or they may not have APL. Do you have a card there?
[CUSTOMER][NEUTRAL] Just a moment, I'm checking.
[CUSTOMER][NEUTRAL] No, I do not have it.
[AGENT][NEUTRAL] OK, um, well, yes, we're gonna need more information for that part.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Yeah, go ahead, please. No, go ahead, please.
[AGENT][NEUTRAL] I don't have any information to give. I'm saying we're going to need more information to be able to search.
[CUSTOMER][NEUTRAL] No, I do not have any information. Uh.
[CUSTOMER][NEUTRAL] Oh, what are the information I have I given, [PII], regarding this patient?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEGATIVE] What the information have regarding this patient uh have given, you're unable to pull the numbers.
[AGENT][NEUTRAL] There's nothing here. There's no policy, so I don't have any information for the patient.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, sure.