AccountId: 011433970860
ContactId: a264b6d2-8181-4e14-921b-dd202bf71024
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184740 ms
Total Talk Time (AGENT): 33522 ms
Total Talk Time (CUSTOMER): 36432 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/a264b6d2-8181-4e14-921b-dd202bf71024_20250604T12:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] calling from facility for Claims status.
[AGENT][POSITIVE] Alright, [PII], I'm happy to check on a claim. Do you have the policy number?
[CUSTOMER][NEUTRAL] Policy number C as in Charlie L as in Lima 093300.
[AGENT][NEUTRAL] OK, unfortunately, that's not gonna be one of our policy numbers. Do you have their name or social?
[CUSTOMER][NEUTRAL] Uh, one second.
[CUSTOMER][NEUTRAL] Uh, one second. The name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] I'm gonna need you to spell the name, please.
[CUSTOMER][NEUTRAL] [PII], and the last name is [PII].
[AGENT][NEUTRAL] OK. One moment.
[AGENT][NEUTRAL] What state does the insured reside in?
[CUSTOMER][NEUTRAL] So you're unable to verify the member ID on them, that's correct?
[AGENT][NEUTRAL] Do you know what state they reside in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] One moment.
[AGENT][NEGATIVE] I'm not able to find a plan that matches that member's information.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Is there anything else I can check on [PII]?