AccountId: 011433970860
ContactId: dc6ee57a-a072-42d4-8c4f-54cd2360c99e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159300 ms
Total Talk Time (AGENT): 47563 ms
Total Talk Time (CUSTOMER): 63104 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/dc6ee57a-a072-42d4-8c4f-54cd2360c99e_20250217T16:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Thank you so much. My name is [PII]. Last name initial is [PII], calling from Friday's office looking for claim status.
[AGENT][NEUTRAL] OK [PII] I can help you with claim status sir what is your call back number?
[CUSTOMER][NEUTRAL] Sure. It's [PII] and it's a direct line.
[AGENT][NEUTRAL] Thank you. And then, what is the patient's name?
[CUSTOMER][NEUTRAL] Uh, yeah, the patient name is [PII].
[AGENT][NEUTRAL] And then [PII]'s date of birth, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Uh, yeah, starts with A as in Alpha, F as in Frank, S as in Sierra, 6202257.
[AGENT][NEUTRAL] OK, that is not one of our policy numbers. Do you see another number?
[CUSTOMER][NEGATIVE] Uh, no.
[AGENT][NEUTRAL] Do you have his social security number?
[CUSTOMER][NEUTRAL] Hm. Social security number, no.
[AGENT][NEUTRAL] OK, can you spell the last name for me please?
[CUSTOMER][NEUTRAL] Uh, sure. It's [PII].
[AGENT][NEUTRAL] OK, let me see if I can find him by his name and what state does he live in?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let me look.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, I do not find a [PII] from [PII] on our.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Member list.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I guess it was covered by some other department. No worry, I'll try to get this checked with the member only for that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, yeah, yeah, sure, then that, that's all for my. Thank you so much for your assistance.
[AGENT][POSITIVE] You're very welcome, [PII]. I hope you have a good week and thank you for calling ATL.
[CUSTOMER][POSITIVE] You too have a great day bye bye.
[AGENT][NEUTRAL] Bye-bye, sir.