AccountId: 011433970860
ContactId: bbab32a3-5234-43fc-9f4d-2cdd35693ab0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197550 ms
Total Talk Time (AGENT): 49981 ms
Total Talk Time (CUSTOMER): 43578 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/bbab32a3-5234-43fc-9f4d-2cdd35693ab0_20250624T12:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII], and I want to know the claim status.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with claim status and first could I get a little callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, the callback number is [PII].
[AGENT][NEUTRAL] OK, thank you. And one moment, please.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And one moment, [PII], I'm still waiting on my system. One moment, please.
[AGENT][POSITIVE] OK, thanks so much for your patience. Now, I need the policy number.
[CUSTOMER][NEUTRAL] But listen, I don't have a policy number. It's a Medicare crossover claims.
[AGENT][NEUTRAL] Um, do you have the member's social?
[CUSTOMER][NEUTRAL] Can you please search?
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] Do you have the member's social security number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. What's that number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, you said the social is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. No one is coming up under that number. Um, I could try name and date of birth. What's the last name, please?
[CUSTOMER][NEUTRAL] Last name is [PII]. [PII].
[AGENT][NEUTRAL] And the first name?
[CUSTOMER][NEUTRAL] First name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK, no one is coming up under that name either.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][NEGATIVE] No, no thanks.
[AGENT][POSITIVE] OK. I thank you again, [PII], for calling APL. You have a great day. Mm bye.