AccountId: 011433970860
ContactId: a359aa85-b61c-4006-a3a1-c29be8140803
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159929 ms
Total Talk Time (AGENT): 62538 ms
Total Talk Time (CUSTOMER): 61333 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/a359aa85-b61c-4006-a3a1-c29be8140803_20250115T17:44_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from Pro office checking on claim status.
[AGENT][POSITIVE] Oh, I'd love to help you with claim status today, [PII], and can I have a good callback number?
[CUSTOMER][NEUTRAL] Oh, I told you about it today.
[CUSTOMER][NEUTRAL] Yes, callback number is going to be [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]. I'm sorry, it is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] [PII]. It's a red line.
[AGENT][POSITIVE] [PII], you betcha. Thank you so much and your member's policy number?
[CUSTOMER][NEUTRAL] Policy number is going to be I as in indigo.
[CUSTOMER][NEUTRAL] A as in Alpha, C as in Charlie.
[CUSTOMER][NEUTRAL] 620
[CUSTOMER][NEUTRAL] 0554
[AGENT][NEUTRAL] All right, I'm gonna try that checking that number portion of it, but I'm pretty sure that's not one of our policy numbers. Yeah, no, it's not pulling anything up. Ours is typically 6 to 8 digits and
[AGENT][NEUTRAL] It's, there's no like characters. Do you have another policy number on hand?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] I can try searching for your patient with their first and last name if you like.
[CUSTOMER][NEUTRAL] Yes, please. And the first name is [PII], that is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] And the last name is [PII], that is [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Wonderful, thank you.
[AGENT][NEUTRAL] And do you know what?
[CUSTOMER][POSITIVE] You're OK.
[AGENT][NEUTRAL] Do you know what city and state [PII] would be based out of on her address?
[CUSTOMER][NEUTRAL] It is [PII]
[AGENT][NEUTRAL] All right. I unfortunately don't have any ants out of [PII].
[AGENT][NEUTRAL] With that name.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] I am really sorry.
[CUSTOMER][NEUTRAL] OK, fine. You said you're unable to locate the patient with the name and date of birth?
[AGENT][NEUTRAL] Yes, I'm so sorry. I don't see her on here at all.
[CUSTOMER][POSITIVE] OK, fine, no worries.
[CUSTOMER][NEUTRAL] And uh,
[CUSTOMER][POSITIVE] OK, thank you very much. Have a great day. Bye-bye.
[AGENT][POSITIVE] My pleasure. You too. Bye bye.
[CUSTOMER][NEUTRAL] Bye.