AccountId: 011433970860
ContactId: 9a32a9db-c016-43f4-9346-ab4b45234903
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 290380 ms
Total Talk Time (AGENT): 100687 ms
Total Talk Time (CUSTOMER): 87832 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/9a32a9db-c016-43f4-9346-ab4b45234903_20250516T12:43_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. My name is [PII]. Our systems are down at the moment, um, but if you'd like to give us a call back, you can, or if you like me to take your information, I can for a call back.
[CUSTOMER][NEUTRAL] Yeah, sure. Um,
[CUSTOMER][NEUTRAL] I'm calling from
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII]. Last name is [PII]. I'm calling from Physicians Interest.
[AGENT][NEUTRAL] You said [PII]?
[AGENT][NEUTRAL] I'm, I'm sorry. Can, can you repeat that slowly, please? Did you say [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK. And your last initial?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And a good contact number for you?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, and how may I assist you today?
[CUSTOMER][NEUTRAL] I won't check the claim status.
[CUSTOMER][NEUTRAL] Uh, for the
[CUSTOMER][NEUTRAL] Member ID 6670008142.
[AGENT][NEUTRAL] OK, that's not an APL policy number. Um, do you have the member's ID card available?
[CUSTOMER][NEGATIVE] Uh, no.
[AGENT][NEUTRAL] OK, what's the, um, we just got a message that our systems are back up, so I'm gonna try and see if it works here. Um, what's the member's first and last name?
[CUSTOMER][NEUTRAL] Uh, member's name, uh, [PII].
[AGENT][NEUTRAL] [PII]. Hold on one moment.
[CUSTOMER][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] Did you say the name was [PII]?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Kenly
[AGENT][NEUTRAL] Can you spell the first and last name for me, please?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Yeah. Uh, first name, [PII].
[CUSTOMER][NEUTRAL] And the last name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII]. OK, hold on one moment.
[AGENT][NEUTRAL] All right, so I'm looking the policy up by name. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, so I just located the policy. Hold on one moment, I believe.
[AGENT][NEUTRAL] OK, can you verify the member's date of birth?
[CUSTOMER][NEUTRAL] Uh date of birth is [PII].
[AGENT][NEUTRAL] OK, so we only have one policy here for [PII], but the date of birth is different um than the one that you're providing, so it's a different patient. Um, so we don't have this number on file. Do you have their full social?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, yeah, the, uh, it's [PII] birthday. Is it correct?
[AGENT][NEUTRAL] OK, so what I'm saying is we only have one policy here with that member's name, but it's a different date of birth. It's different than what you're giving me. So I'm asking if you have his full social, I can search that way also.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] If not, we don't have a policy here. OK, so we don't have the policy here.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, got it.
[AGENT][NEUTRAL] Go ahead, I'm sorry.