AccountId: 011433970860
ContactId: c11ee939-7597-4cca-b954-b716ce42a760
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224880 ms
Total Talk Time (AGENT): 88355 ms
Total Talk Time (CUSTOMER): 78072 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/c11ee939-7597-4cca-b954-b716ce42a760_20250313T17:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, uh, good afternoon, [PII]. My name is [PII]. I'm calling from Center for Diagnostic Imaging. I have a claim that I'd like to check on, please.
[AGENT][NEUTRAL] OK, I can help you with the claim, Ms. [PII].
[AGENT][NEUTRAL] Can I please get your number ma'am just in case our call is disconnected.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you ma'am and is the patient's name, date of birth and policy number?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII], and the policy number is 0248538 MLB.
[AGENT][NEUTRAL] OK, let me pull up this policy real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK. I might be missing a digit on the policy number. Um, let me read back what I received. Um, 024858.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm sorry, 0248538 MLB.
[CUSTOMER][NEUTRAL] 68.
[CUSTOMER][NEUTRAL] That's what I have.
[AGENT][NEUTRAL] 0248538 MLB.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have his uh social security number and I could pull his policy in that way?
[CUSTOMER][NEUTRAL] Uh, no, we don't.
[AGENT][NEUTRAL] OK, and you spell it [PII]?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK, and can you spell his last name for me, please?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, let me see if I can find him by his name.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're so welcome.
[AGENT][NEGATIVE] Yeah, I'm not able to pull him up in my computer by his name or by that policy number that policy number is missing one digit.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Missing a digit. OK, I will recheck to see if we have a copy of the card and then call back then.
[AGENT][NEUTRAL] OK, or if you even have the claim number I can look it up by the claim number.
[CUSTOMER][NEGATIVE] No, I don't, unfortunately.
[AGENT][NEUTRAL] Oh darn. OK.
[CUSTOMER][POSITIVE] Yeah. All right. Yes, thank you. Bye bye.
[AGENT][NEUTRAL] All right, well, we tried.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. You have a wonderful day and thanks for calling APL. Bye-bye, ma'am.
[CUSTOMER][POSITIVE] Thank you, bye.