AccountId: 011433970860
ContactId: 90231fa1-6bc3-4eb0-9b6c-fc71fb6f5b53
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 355950 ms
Total Talk Time (AGENT): 95302 ms
Total Talk Time (CUSTOMER): 167349 ms
Interruptions: 5
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/90231fa1-6bc3-4eb0-9b6c-fc71fb6f5b53_20250225T14:20_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] How
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, hi, this is [PII] from provider office. Uh, I need a claim status regarding a member. Can you help me with that?
[AGENT][POSITIVE] OK. Sure, I can assist you with claim status, Mr. [PII], and may I have a callback number just in case we get disconnected? You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Sure. Uh [PII].
[AGENT][NEUTRAL] Thank you. And you're calling from which facility or provider what's the name?
[CUSTOMER][NEUTRAL] you.
[CUSTOMER][NEUTRAL] Saint Vincent's Home Medical.
[AGENT][NEUTRAL] OK, thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] I have the page.
[CUSTOMER][NEUTRAL] 860,090,051,000.
[AGENT][NEUTRAL] OK, that is um.
[AGENT][NEUTRAL] Too many numbers to be one of our policy number.
[CUSTOMER][NEUTRAL] That.
[AGENT][NEUTRAL] Can you check the number one more time?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Uh, yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, this one.
[CUSTOMER][NEUTRAL] 860,090,051,000 yes.
[AGENT][NEUTRAL] OK, that's not our policy number um.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] We will probably need to do a name search. That's too long.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, can we,
[CUSTOMER][NEUTRAL] Let me check the social.
[CUSTOMER][NEUTRAL] Can you pull up this account by social?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, let me check the social, if I have social.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Mhm, there is no social here.
[CUSTOMER][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] Checking the document. Uh, thank you.
[AGENT][POSITIVE] OK, sure, take your time.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] It's this.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] There is blank in front of assassin.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Can we uh pull up by member name and date of birth?
[AGENT][NEUTRAL] Mhm. Yes. What is the spelling of the last name?
[CUSTOMER][NEUTRAL] Uh, this one is [PII], uh, let me spell it. [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And what's the spelling of the first name?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] OK. Thank you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] State is [PII].
[AGENT][NEUTRAL] Mm OK.
[AGENT][NEUTRAL] OK, let me spell out the last name one more time because it's not pulling anything up. That was [PII]. The next letter is it [PII] or [PII]?
[CUSTOMER][NEUTRAL] it's.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me try one more time. I'm not pulling anything up. One moment.
[AGENT][NEUTRAL] not pulling it in our system.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] OK, no problem.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][POSITIVE] Thank you. Uh, can I have your name?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[CUSTOMER][NEUTRAL] It's.
[CUSTOMER][NEUTRAL] That's.
[CUSTOMER][POSITIVE] Thank you, sir. Thank you for your time.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you. Bye.
[AGENT][POSITIVE] You're welcome. No problem.
[CUSTOMER][NEUTRAL] And is there any call reference number?
[AGENT][NEUTRAL] We don't have reference numbers. We don't have reference numbers. You can use my name in today's state.
[CUSTOMER][NEUTRAL] For this call?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK. Thank you. Thank you, sir. Thank you for your time.
[AGENT][POSITIVE] Mhm. You're welcome.
[AGENT][POSITIVE] No problem, thank you for calling APL have a good day.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Bye bye.