AccountId: 011433970860
ContactId: e9c58e49-af35-4079-9b25-235d4e44a097
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234380 ms
Total Talk Time (AGENT): 75989 ms
Total Talk Time (CUSTOMER): 69310 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/e9c58e49-af35-4079-9b25-235d4e44a097_20250515T17:15_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, good afternoon, [PII]. So, I'm [PII] from the National Rehabilitation Hospital. Can I check the current status?
[AGENT][POSITIVE] Yes, I'll be more than happy to help you with the claim status. Did you say your name was [PII]?
[CUSTOMER][POSITIVE] Yes, [PII].
[AGENT][NEUTRAL] OK, and um [PII], how many claims do you have in total today?
[CUSTOMER][NEUTRAL] Uh, so I have one claim.
[AGENT][NEUTRAL] OK, may I have a good contact number and the member's policy number?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] and my extension is [PII]. And the policy number is 73.
[CUSTOMER][NEUTRAL] 44
[CUSTOMER][NEUTRAL] 28,680.
[AGENT][NEUTRAL] And that's their APL policy number?
[CUSTOMER][NEUTRAL] Uh, actually,
[CUSTOMER][NEUTRAL] It's uh member's policy number. Is it, is it that wrong?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Heathrow
[AGENT][NEUTRAL] Is it wrong? Yes, this is not an APL policy number. Do you have a copy of the member's ID card there?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Actually, I don't have ID card number. OK, then, uh, I will check.
[AGENT][NEUTRAL] This may be the social. Is this their social security number?
[AGENT][NEUTRAL] Um, what's the member's first and last name?
[CUSTOMER][NEUTRAL] Yeah, the name is uh [PII].
[AGENT][NEUTRAL] Can you spell it for me, please?
[CUSTOMER][NEUTRAL] Yeah, [PII] for
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And then [PII]
[AGENT][NEUTRAL] [PII], OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So first I'm looking to see if the number that you gave it that it has enough digits to be the social. I'm looking to see if it is, um, but I don't see it as a social, so hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I believe I just found the policy. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Does he have a middle initial?
[CUSTOMER][NEUTRAL] Yes, it's A.
[AGENT][NEUTRAL] OK, now this is a different member and a different first name.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the first name spelling is [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK, um, so with the first and last name, there's also no um policy on file.
[CUSTOMER][POSITIVE] OK. Thank you so much. Uh, then, uh no, I wish I can, uh, call back you again.
[AGENT][POSITIVE] Alright, well, thanks so much for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] OK, good day, bye.
[AGENT][POSITIVE] Thank you, bye bye.