AccountId: 011433970860
ContactId: 9ca08aca-c43e-4a52-a34b-8e9095d03cd5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 250979 ms
Total Talk Time (AGENT): 82725 ms
Total Talk Time (CUSTOMER): 104233 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/9ca08aca-c43e-4a52-a34b-8e9095d03cd5_20250110T15:21_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. This is. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, hi, you, you said your name was [PII]?
[AGENT][NEUTRAL] So, [PII].
[CUSTOMER][NEUTRAL] Hello Misso. My name is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I am calling to obtain claim status for a patient, ma'am.
[AGENT][NEUTRAL] Uh, sure, I can assist you with claim status, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII], that is my direct line.
[AGENT][NEUTRAL] OK. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 683-335-170
[AGENT][NEUTRAL] That's the patient's policy number. Is that a social?
[CUSTOMER][NEUTRAL] Um, let me see what they, that's what they provided a patient came into the emergency room. Um, no card, uh, 683.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] 335,170. No, that's not the social.
[CUSTOMER][NEUTRAL] I have a social for them.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, bear with me. Let me go ahead and get the system to use the social. Yeah, that number is not ours, it's not too long, um.
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Go ahead with the social.
[CUSTOMER][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Let me ask you, um, are you able to, cause I think she is.
[CUSTOMER][NEUTRAL] A dependent
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Or, or other relations, sorry. Mhm.
[AGENT][NEUTRAL] Yeah, if she said the
[AGENT][NEUTRAL] Yeah, I'm sorry. If she's a dependent, we cannot use her social. It has to be the main holder social um I can do a name search if it's a dependent.
[CUSTOMER][NEUTRAL] OK, yeah, because uh we don't have the, we don't have the.
[AGENT][NEUTRAL] OK, let me.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] The main holder? OK.
[CUSTOMER][NEUTRAL] Yeah, we don't have that, yeah.
[AGENT][NEUTRAL] It's fine. All right. um, may I have the spelling of the last name?
[CUSTOMER][NEUTRAL] Yes, it is [PII]
[AGENT][POSITIVE] Thank you, and the spelling of the first name.
[CUSTOMER][NEUTRAL] Um, [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Let's see what we find.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Do you know the address by any chance?
[CUSTOMER][NEUTRAL] For the patient, um, yes. Um, it is [PII]. Let's see if we have another visit for this patient.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Let me try one more time.
[AGENT][NEUTRAL] No, I'm not pulling her up.
[CUSTOMER][NEUTRAL] No but.
[CUSTOMER][NEUTRAL] No, do your group numbers start with SE 202306? Nope.
[AGENT][NEUTRAL] Mmm.
[AGENT][NEUTRAL] No, it doesn't have letters in the beginning, it's just numbers, it's like 5 digits.
[CUSTOMER][POSITIVE] All righty.
[CUSTOMER][NEUTRAL] You just uh.
[CUSTOMER][NEUTRAL] Alrighty ma'am. And then can I, uh, do you provide a reference number for the call?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. Thank you, ma'am. You have a great day.
[AGENT][POSITIVE] You as well, Miss [PII]. Thank you for calling APR. Have a good day.
[CUSTOMER][NEUTRAL] Bye bye.