AccountId: 011433970860
ContactId: c40a1f80-978b-49f9-b1af-5989dea9d020
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 256600 ms
Total Talk Time (AGENT): 104363 ms
Total Talk Time (CUSTOMER): 73831 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/c40a1f80-978b-49f9-b1af-5989dea9d020_20250516T20:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is [PII] how.
[AGENT][NEUTRAL] From I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], I'm trying to get claim status.
[AGENT][NEUTRAL] I can help you with the claim status. Can I please get your name and your call back in case the call is disconnected.
[CUSTOMER][NEUTRAL] Um, yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII] and my name is [PII].
[AGENT][NEUTRAL] OK, thank you Ms. [PII] and now is the claim for yourself or are you with the provider's office?
[CUSTOMER][NEUTRAL] Um, I want the provider's office and, uh, just so you're aware you're cutting off.
[AGENT][NEUTRAL] OK, what's, mhm.
[AGENT][POSITIVE] Oh goodness.
[CUSTOMER][NEGATIVE] You're cutting out really bad, so, um.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] Yeah, so if I ask you to repeat yourself, I'm sorry.
[AGENT][POSITIVE] OK, thank you, let me see if I can fix that real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you, [PII]. What is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] It's [PII], but [PII] is spelled [PII]
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[CUSTOMER][NEUTRAL] And then you said the policy number?
[AGENT][NEUTRAL] No, I've got the policy number you gave.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That to me already I believe.
[AGENT][NEUTRAL] No, you didn't. You gave me your phone number. Can I get the policy number please?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, that's not pulling up a policy for [PII].
[AGENT][NEUTRAL] Do you see one?
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Do you have his social? I can look it up that way.
[CUSTOMER][NEUTRAL] I don't have the social, um, I have the parent's name which I'm assuming is a subscriber, [PII].
[AGENT][NEUTRAL] Oh got you OK that's who pulled up.
[AGENT][NEUTRAL] OK, let me see if there's an active policy.
[CUSTOMER][POSITIVE] Got you. OK, yeah.
[AGENT][NEUTRAL] Real quick. OK. So looking on this policy number that you gave me.
[AGENT][NEUTRAL] [PII] is not on the policy.
[AGENT][NEUTRAL] It is an individual policy with no dependents and the policy terminated on [PII].
[AGENT][NEUTRAL] Was your data service before [PII] and I can look it up and see if there's any remarks.
[CUSTOMER][NEUTRAL] It was not so, um, I'll go ahead and find, uh, do you by any chance show on your, on your website if they have anybody else?
[AGENT][NEGATIVE] No, ma'am. They do not.
[CUSTOMER][POSITIVE] OK, no, well, I appreciate that. I'll just take a call reference number.
[AGENT][NEUTRAL] Yes, ma'am. You can use my name, [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you so much, Do you have a great rest of your day.
[AGENT][POSITIVE] You too, Ms. [PII] you have a wonderful weekend. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye-bye.