AccountId: 011433970860
ContactId: b24c3f59-23dd-4f1d-a870-e004f33af4da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204910 ms
Total Talk Time (AGENT): 61114 ms
Total Talk Time (CUSTOMER): 80981 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/b24c3f59-23dd-4f1d-a870-e004f33af4da_20250313T13:49_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so, good morning. My name is [PII], and I just like to ask for claims, please.
[AGENT][NEUTRAL] 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] Mhm. It's [PII] direct line.
[AGENT][NEUTRAL] OK, thank you. And what is the name of the facility you're calling from, Miss [PII]?
[CUSTOMER][NEUTRAL] It's DMG specialty physician.
[AGENT][NEUTRAL] I'm sorry, can you repeat the first part?
[CUSTOMER][NEUTRAL] Oh, sure, it's JMG.
[CUSTOMER][NEUTRAL] Specialty physician.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And may I have the patient's policy number, Miss?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] It's Tango Charlie 496-6790.
[AGENT][NEUTRAL] OK, do you have the copy of the card for APL?
[CUSTOMER][NEUTRAL] APL. Hold on, let me double check.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Hold on. Um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Because that's the only policy number that I
[CUSTOMER][NEUTRAL] Uh, I can.
[CUSTOMER][NEUTRAL] I have here in my end, but let me wait I'll, I'll check my other resources, um.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK. Yes, because that, that's not our policy number.
[CUSTOMER][NEUTRAL] One minute.
[CUSTOMER][NEUTRAL] I see. OK. um hm.
[CUSTOMER][NEUTRAL] Sir, can you give me an idea of what's the start of um the member's ID?
[AGENT][NEGATIVE] Yes, it starts with a 0 followed by 7 digits, no letters.
[AGENT][NEUTRAL] The only letters is probably in the end, but it's gonna start with a 0 followed by 7 digits.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh um.
[CUSTOMER][NEUTRAL] No, I don't
[CUSTOMER][NEUTRAL] I, yeah, I don't have that member ID. They only have, the only one that I have to start with TNC.
[AGENT][NEUTRAL] Mm, yeah, that, and that is not ours. Um, so are you trying to call APL American Public Life, or what's the name on the card?
[AGENT][NEUTRAL] The one that of the policy number that you provided me.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Is that the same with um because it's, it was written there a miscellaneous.
[CUSTOMER][NEUTRAL] HMO, so I'm not really sure.
[AGENT][NEGATIVE] Um, yeah, that's not enough. Mm mm.
[CUSTOMER][POSITIVE] OK. No worries. I'm sorry for that. Thank you so much for your help.
[AGENT][POSITIVE] It's OK. No problem and thank you for calling APL. Have a good day, Ms. [PII].
[CUSTOMER][NEUTRAL] Bye-bye.