AccountId: 011433970860
ContactId: b2089310-1fc5-4d13-b9fe-9382d1383f75
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 374739 ms
Total Talk Time (AGENT): 73997 ms
Total Talk Time (CUSTOMER): 146166 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/b2089310-1fc5-4d13-b9fe-9382d1383f75_20250429T19:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi there, this is [PII] calling from the province office to check on the claim status.
[AGENT][NEUTRAL] Of course, I can help you with claim status today. Do you have the policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, I do have the policy number with me. It starts with 10566168.
[AGENT][NEUTRAL] OK, just one moment.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] That.
[AGENT][NEUTRAL] Now what's a good call back number in case our call gets dropped?
[CUSTOMER][NEUTRAL] My callback number is [PII].
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, and then that number is not working for the policy. Do you see a member ID or a policy cert number?
[CUSTOMER][NEUTRAL] Well, that's the policy number I have with me. I'll double check with my end, um, any other information that's fine.
[AGENT][NEUTRAL] OK, yes, the first and last name would also work.
[CUSTOMER][NEUTRAL] Oh, wonderful. OK. Uh the first name is [PII]. Last name is [PII]. I'll spell like uh [PII], and the last name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the date of birth [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I get vaccinated.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Sorry, my computer's thinking, just a minute.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I am contacting
[CUSTOMER][NEUTRAL] In the
[AGENT][NEUTRAL] OK. I just want to verify that last name. Is it [PII]?
[CUSTOMER][NEUTRAL] And the patients
[CUSTOMER][NEUTRAL] Oh, the lot.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh sorry, sorry to interrupt you. Uh the spell like [PII]
[AGENT][NEUTRAL] OK. Let me check.
[CUSTOMER][POSITIVE] Not bad at all.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK. So there is no one in our system by the last name [PII].
[CUSTOMER][NEUTRAL] OK, I'll check the number information.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Is it fine for the social of this member?
[AGENT][NEUTRAL] Yes, I can look them up by their social.
[CUSTOMER][POSITIVE] Oh, thank God.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh wonderful. It's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] But I'll double check with my end if I found any information of the member.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But.
[AGENT][NEUTRAL] Yes, so that social is not working either.
[AGENT][NEUTRAL] T
[CUSTOMER][NEUTRAL] OK, OK, I'll double verify all the information since, since my system also been very slow and it was thinking like in a bad.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and, uh, by the way, I just missed your name. Can I have your name please?
[AGENT][NEUTRAL] Yes, it's [PII]
[CUSTOMER][POSITIVE] OK, [PII], thank you so much for that. Do you have any reference number for conversation?
[AGENT][NEUTRAL] So it would just be my first name, my last initial [PII], and then today's date.
[CUSTOMER][POSITIVE] OK. All right. Thank you so much for that. I enjoy rest of your day. Bye for now. Take care.
[AGENT][POSITIVE] Yes. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Uh, no, I do only have one patient with me even, you know, it was just missing some of the information. I grabbed it and get back to you later.
[AGENT][POSITIVE] OK, sounds good. Well, thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] OK, bye.
[CUSTOMER][NEUTRAL] I