AccountId: 011433970860
ContactId: d54362c3-5c1b-409d-a4d1-02a2c16126a5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 378440 ms
Total Talk Time (AGENT): 72315 ms
Total Talk Time (CUSTOMER): 84421 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/d54362c3-5c1b-409d-a4d1-02a2c16126a5_20250122T20:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] With the claims
[AGENT][POSITIVE] OK, I'm happy to check on a claim for you. Do you have a policy number?
[CUSTOMER][NEUTRAL] Oh yes. Can you spell your name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Member ID is 682821292.
[AGENT][NEUTRAL] One moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That number's too long to be one of our policy numbers. Do you have a certificate number, their name or social?
[CUSTOMER][NEUTRAL] Um, may I have the name, date of birth, and social security number.
[AGENT][NEUTRAL] What's her so what's her social?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Alright, let me check underneath this one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Patience's first and last name, please?
[CUSTOMER][NEUTRAL] Member name is [PII], and the last name is [PII]
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] OK, that didn't bring them up. What was, I'm sorry, what was the first name again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Do you have a claim number or anything?
[CUSTOMER][NEGATIVE] Oh no.
[AGENT][NEUTRAL] No, OK.
[CUSTOMER][NEUTRAL] International benefit admin, that is the different carrier?
[AGENT][NEUTRAL] I'm sorry, what was that again?
[CUSTOMER][NEUTRAL] International Benefits admin.
[CUSTOMER][NEUTRAL] That is a different carrier?
[AGENT][NEUTRAL] Yeah, it must be a different provider because I'm not finding anything under that name or social.
[CUSTOMER][NEUTRAL] Member not phone, OK.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, uh, let me open the other number. Can you check with that also?
[AGENT][POSITIVE] I can check another one, yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] I'm ready for the next member number when you are.
[CUSTOMER][NEUTRAL] Oh yes, just a moment.
[CUSTOMER][NEUTRAL] 682-802-720.
[AGENT][NEUTRAL] What is the member's first name?
[CUSTOMER][NEUTRAL] [PII] the last name is [PII]
[AGENT][NEUTRAL] Alright, let me do a search by name because that number is too long to be one of our policy numbers.
[CUSTOMER][NEUTRAL] Can I give you the number?
[AGENT][NEUTRAL] Uh, yes.
[CUSTOMER][NEUTRAL] 681-597-115.
[AGENT][NEUTRAL] That's the policy number?
[CUSTOMER][NEUTRAL] Let us know the policy number that is SSN number.
[AGENT][NEUTRAL] The what number?
[CUSTOMER][NEUTRAL] SSN social security number.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] I'm not finding a member under that information.
[CUSTOMER][NEUTRAL] OK. Uh, one more last.
[AGENT][NEUTRAL] You have one more?
[CUSTOMER][NEUTRAL] Oh, yes.
[AGENT][POSITIVE] OK, I'm ready when you are.
[CUSTOMER][NEUTRAL] Uh, this also mem member ID is different. Oh, it's see.
[CUSTOMER][NEUTRAL] It's fine. It is for the same member which I have given previous.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] OK. Thank you so much. Have a great day.
[AGENT][NEUTRAL] You too.