AccountId: 011433970860
ContactId: 9bbb9137-ca82-4067-8755-0a75d6e8631b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195339 ms
Total Talk Time (AGENT): 81050 ms
Total Talk Time (CUSTOMER): 62798 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/9bbb9137-ca82-4067-8755-0a75d6e8631b_20250128T14:39_UTC.wav
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[CUSTOMER][NEUTRAL] you want.
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from Baptist Heart Specialist or Baptist cardiology, and I am calling to check on the claim status of the claim.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the claim status and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yes, it is [PII] direct line.
[CUSTOMER][NEUTRAL] And the policy number is A as in apple, S as in Sam, Y as in Yankee 922603391.
[AGENT][NEUTRAL] OK, do you have their APL policy um ID card?
[CUSTOMER][NEUTRAL] I don't have any card.
[AGENT][NEUTRAL] OK, do you have the member's social? I'm not sure what number that is, but that's not an APL policy number. Do you have their social? I can look it up with the social.
[CUSTOMER][NEUTRAL] Let me take a look. [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And just to make sure I'm in the right place, um, can you verify the member's first and last name?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] It's kind of taken a long time to pull with the social. I apologize for that. Hold on one second, I'm just waiting for everything to come up.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Is the spelling of the last name [PII]?
[CUSTOMER][POSITIVE] [PII]
[AGENT][NEUTRAL] [PII] let me try with the name, the social is giving me an error. Hold on one moment.
[CUSTOMER][NEUTRAL] This may not be the right insurance. I have to, they don't have a card on file for me to verify, so I'm trying to play the guessing game.
[AGENT][NEUTRAL] Oh, it's OK. Uh, well, at least we can let you know if it's here or not.
[AGENT][NEUTRAL] So I'm waiting for the name to come up. The social kind of gave me an error, so I'm gonna try with the last name and see what I can find, or if I can find it.
[CUSTOMER][POSITIVE] I appreciate it.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] One second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I guess they didn't want to talk to me.
[AGENT][NEUTRAL] OK, so actually it looks like our systems are down, that's what's happening. Um, so let's, um, do you mind giving us a call back in about an hour? It looks like it just happened, so I don't even know if they're aware.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][POSITIVE] OK, that's fine, no problem. I appreciate you looking down.
[AGENT][POSITIVE] Alright, I'm so sorry about that, [PII], but we can definitely try.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] All right, you're welcome. Bye-bye. You too.
[CUSTOMER][POSITIVE] Have a good day bye bye.