AccountId: 011433970860
ContactId: e92b5834-0a50-417a-94a4-e11c70817fcd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106900 ms
Total Talk Time (AGENT): 42649 ms
Total Talk Time (CUSTOMER): 33710 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/e92b5834-0a50-417a-94a4-e11c70817fcd_20250220T14:46_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I'm not sure if I'm in the right department, but I have a claim that I wanted to ask about please.
[AGENT][NEUTRAL] OK. Oh, you're needing to check claim status, is that correct?
[CUSTOMER][NEUTRAL] Yeah yes.
[AGENT][NEUTRAL] Yes, I can help you with that. And are you the insured or are you calling from a provider's office?
[CUSTOMER][NEUTRAL] Provider
[AGENT][POSITIVE] Yes, ma'am. I can help you. And what is, who am I speaking with, please?
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[AGENT][POSITIVE] Thank you. And [PII], what is a good callback number?
[CUSTOMER][NEUTRAL] Um, it is [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please, [PII].
[CUSTOMER][NEUTRAL] Um, D47680067.
[AGENT][NEUTRAL] OK, now thank you [PII], but that is not an APL policy number, that is a 90 degree benefit number. Does the member have another policy number on her ID card? Some of these members that have that coverage also have a policy with APL.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, I don't have another policy number.
[AGENT][NEUTRAL] OK, do you know if your patient is the subscriber on the policy?
[CUSTOMER][NEUTRAL] Um, let me see, looks like he is, yes.
[CUSTOMER][NEUTRAL] Let me double check
[CUSTOMER][NEUTRAL] Well I don't know I don't have a card.
[CUSTOMER][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] Hello?