AccountId: 011433970860
ContactId: 90dc4552-2a71-40de-98bf-ef8894008cfc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230339 ms
Total Talk Time (AGENT): 76946 ms
Total Talk Time (CUSTOMER): 83611 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/90dc4552-2a71-40de-98bf-ef8894008cfc_20250310T18:11_UTC.wav
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[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Thank you for calling APL. This is To[PII]How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is Vi[PII]rom provider's office, and I'm looking for clients. Once again, may I have your name, please?
[AGENT][NEUTRAL] Yes, my name is To[PII]and may I have your name again, please?
[CUSTOMER][NEUTRAL] S [PII].
[AGENT][POSITIVE] OK, thank you so much and then what is your callback number just in case our call gets.
[AGENT][NEGATIVE] Disconnected.
[CUSTOMER][NEUTRAL] 87[PII]yeah, it's 87[PII].
[AGENT][NEUTRAL] Thank you. And you're looking for claim status, and what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, my policy number is 81911826. And the name of the patient is Ma[PII].
[AGENT][NEUTRAL] OK, and then what is Ma[PII] date of birth?
[CUSTOMER][NEUTRAL] Ap[PII].
[AGENT][NEUTRAL] OK, let me look that policy up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, you said the policy number was 81911826?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Do you see another policy number? That's not one of ours.
[CUSTOMER][POSITIVE] That's smart.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just a moment, I'm looking for that.
[AGENT][POSITIVE] Yes, sir. Yes, please take your time.
[CUSTOMER][NEUTRAL] It's 76[PII].
[AGENT][NEUTRAL] Uh, that one's not ours either. That's a long number, um.
[CUSTOMER][NEUTRAL] That's only the policy ID number I have here on my end.
[AGENT][NEUTRAL] OK, do you have a social security number?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, what is that, please?
[CUSTOMER][NEUTRAL] The Social security number is going to be 59[PII].
[AGENT][NEUTRAL] OK, let me see if I can find her with her social security number.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm not pulling in that member.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Ma[PII].
[AGENT][NEUTRAL] Yeah, I don't have her on file.
[CUSTOMER][NEGATIVE] Don't have a plan.
[AGENT][NEUTRAL] No, not even with social security number if she was with our company, it would have pulled in any policy that she had with us.
[CUSTOMER][NEUTRAL] OK. He doesn't have any policy with the, am I right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, thank you for that there's any call reference number.
[AGENT][NEUTRAL] Yes, you can use my name, To[PII]nd today's date.
[CUSTOMER][POSITIVE] Thank you for that query.
[AGENT][POSITIVE] You're welcome you, Ba[PII]Is there anything else I can help you with before we go?
[CUSTOMER][NEGATIVE] Oh, no.
[AGENT][POSITIVE] OK, well you have a wonderful day and thanks for calling APL.