AccountId: 011433970860
ContactId: afcbe6f3-776c-4a36-acd6-dae5aad7515c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151449 ms
Total Talk Time (AGENT): 47510 ms
Total Talk Time (CUSTOMER): 93108 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/afcbe6f3-776c-4a36-acd6-dae5aad7515c_20250205T20:28_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hi, my name is [PII] calling from provider's office to check on claim status.
[AGENT][NEUTRAL] OK, I can check on a claim for you, [PII]. Uh, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, policy number is 09059601.
[AGENT][NEUTRAL] Thank you. And then what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], I'm sorry, would you mind repeating that policy number to me? I don't think I heard it correctly.
[CUSTOMER][NEUTRAL] 09059601.
[AGENT][NEUTRAL] OK, now I did not get any results with that policy number. Um, do you maybe have their social? I could search for them that way.
[CUSTOMER][NEUTRAL] You you.
[CUSTOMER][NEUTRAL] Uh, I'm sorry, but I do not have the social. Uh, can you check my, uh, name, date of birth, address?
[AGENT][NEUTRAL] I could try, but um yeah I just have to use the name um do you know what state uh [PII] lives in?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah, I can provide you with that. Uh, the state is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, one moment, let's try to find him.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] A week.
[AGENT][NEUTRAL] OK, um, I don't have anyone with that name in our system, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, uh, no issue, uh, because I do not have the social security number. Uh, let me, uh, get the correct number ID and call back to you guys.
[AGENT][POSITIVE] OK, alright, sorry there wasn't [PII] you to help. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Yeah, you too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] He