AccountId: 011433970860
ContactId: d84bc0fc-785e-432f-b9b7-c1082c49a0de
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163199 ms
Total Talk Time (AGENT): 42257 ms
Total Talk Time (CUSTOMER): 70537 ms
Interruptions: 1
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/d84bc0fc-785e-432f-b9b7-c1082c49a0de_20250624T18:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi [PII], this is [PII]. I'm calling from products software to check the claim status. How are you doing today?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][POSITIVE] I'm great, thank you for asking.
[AGENT][NEUTRAL] OK, [PII], do you have a good callback number and I can help you with claim status.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] The policy number for the patient?
[CUSTOMER][NEUTRAL] 80 Y as in Yankee 0326945.
[AGENT][NEUTRAL] Um, that's not one of our policy numbers. Do you have the last name?
[CUSTOMER][NEUTRAL] Mm [PII].
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. It was a Medicare supplement plan, Medicare plan.
[AGENT][NEUTRAL] OK. Last name is [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] First name?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Um, do you know what state that it's in?
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mm, you mean date of birth or date of service?
[AGENT][NEUTRAL] No, the state, I've, I've got several [PII] in our in our system, so I don't, I don't know which one.
[CUSTOMER][NEUTRAL] State, I'm sorry.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That would be
[CUSTOMER][NEUTRAL] Mm [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, um, I don't have anybody with that information in our system that's matching. Do you have a group number or social?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mm, no, I don't have any.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Group.
[AGENT][POSITIVE] I've been able to locate them.
[CUSTOMER][NEUTRAL] No, it was, um.
[CUSTOMER][NEUTRAL] The plan was Medicare supplement plan.
[AGENT][NEUTRAL] Yeah, we're not a Medicare. We're not related to Medicare or Medicaid.
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] Uh, if you don't mind, could you please transfer to the Medicare supplement plan?
[AGENT][NEUTRAL] Oh, I don't have that number. I don't know what that is.
[CUSTOMER][POSITIVE] OK, no problem. Thank you. Thank you. Bye-bye.