AccountId: 011433970860
ContactId: c4286958-6992-4c87-ae57-fd8f3f59d583
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 351739 ms
Total Talk Time (AGENT): 140190 ms
Total Talk Time (CUSTOMER): 159073 ms
Interruptions: 7
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/c4286958-6992-4c87-ae57-fd8f3f59d583_20250519T18:49_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, this is [PII] calling from Powder's office. How are you doing today?
[AGENT][POSITIVE] I'm good, thank you. How about you, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] How may I assist you today?
[CUSTOMER][NEUTRAL] Can you help me with the
[CUSTOMER][NEUTRAL] Can you help me with uh regarding to the claim status?
[AGENT][NEUTRAL] OK, sure, I can assist you with claim status. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure. Our callback number is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] OK. The patient uh number is
[CUSTOMER][NEUTRAL] D43730860. It is member ID number.
[AGENT][NEUTRAL] Um, do you see a policy certificate number starts with a 0 followed by 7 digits. That's gonna be your number.
[CUSTOMER][POSITIVE] We got a place that's my one.
[CUSTOMER][NEUTRAL] Which, uh, can you repeat it? Which number?
[AGENT][NEUTRAL] It starts with a 0 followed by 7 digits. It's gonna be a policy certificate number. It's different from that the number. That the numbers for IMA only.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, can you, I don't know what that number. Can you, can I provide you another one, tax ID or something else?
[AGENT][NEUTRAL] Um, no, the tax ID is not gonna give me the policy number. Um, do you have a social for the member?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Uh, which number?
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] A social security number?
[CUSTOMER][NEUTRAL] Yes, yes, yes, yes, yes, I have.
[AGENT][NEUTRAL] Or a different policy number, OK, you do have, OK, let me, let me have that, OK.
[CUSTOMER][NEUTRAL] Yes, yes, I have.
[CUSTOMER][NEUTRAL] The Social Security number is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so that number is not listed with us. [PII]. I'm sorry, let me repeat it back to you. The number you gave me is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Correct. It is a Social Security number.
[AGENT][NEUTRAL] Mm mhm. Yeah, nothing came up with that social.
[CUSTOMER][NEUTRAL] So did it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You have another member that you need to check on?
[CUSTOMER][NEUTRAL] No, I have only this number.
[AGENT][NEUTRAL] OK. Do you have any other information that I can use to pull the number?
[AGENT][NEUTRAL] Is he a dependent or is she a dependent?
[CUSTOMER][NEUTRAL] Yes, uh,
[CUSTOMER][NEUTRAL] Uh, can you help me with regarding this claim for this, uh, member ID?
[AGENT][NEGATIVE] I need the policy number, the social didn't pull anything and the number you're providing me is not the same, it's not ours. Mhm.
[CUSTOMER][NEUTRAL] OK, please.
[CUSTOMER][NEUTRAL] OK, OK. I will provide you, please, 111 moment.
[AGENT][NEUTRAL] OK. OK, sure. Mhm.
[CUSTOMER][NEUTRAL] Uh hello. Hello. OK. Can you check with this number? It is D4.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 373-086-0.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah, we cannot use that number. That's not for us, that's for IMA.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, one moment, please.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh hello. Can we check with the claim number?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, OK. OK. Please check with the claim number 2024.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] 09131269.
[AGENT][NEUTRAL] OK, that's not ours. That is IMA. I think you need to call IMA for that one, Mr. [PII]. Do you have their number?
[CUSTOMER][NEUTRAL] Uh, OK, I don't have.
[AGENT][NEUTRAL] OK, I can give you their phone number for IMA so you can call them and get that information because it looks like it's gonna be IMA, OK. Um, the number to IMA is [PII]. OK.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Uh, do you, you don't have any information about this, uh, patient?
[AGENT][NEGATIVE] No, mm mm, not with us.
[CUSTOMER][POSITIVE] OK, OK. Thank you so much. OK.
[AGENT][NEUTRAL] Mhm. You're welcome. Do you need the number to IMA?
[CUSTOMER][POSITIVE] No, no, thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mm