AccountId: 011433970860
ContactId: e9f643c3-59e1-403a-8ed2-e4d462f5bb77
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211080 ms
Total Talk Time (AGENT): 52549 ms
Total Talk Time (CUSTOMER): 71152 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/e9f643c3-59e1-403a-8ed2-e4d462f5bb77_20250618T14:32_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] My name is [PII]. I want to know the claim status.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The policy number for the patient?
[CUSTOMER][NEUTRAL] Policy number? OK.
[CUSTOMER][NEUTRAL] It's uh.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] It's 1
[CUSTOMER][NEUTRAL] After that, uh
[CUSTOMER][NEUTRAL] 7 times 0.
[CUSTOMER][NEUTRAL] It's 1
[CUSTOMER][NEUTRAL] After that, 7 times 0 and 2400.
[AGENT][NEUTRAL] Uh, that's not one of our policy numbers. You know the last name of the patient?
[CUSTOMER][NEUTRAL] Last name of the patient is [PII].
[CUSTOMER][NEUTRAL] It's Robin, R for [PII].
[CUSTOMER][NEUTRAL] Uh, middle name is [PII] for [PII].
[AGENT][NEUTRAL] OK. Last name was
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] No, no. Last name is [PII], [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was the first name?
[CUSTOMER][NEUTRAL] First name is [PII].
[AGENT][NEUTRAL] OK, and just to confirm, the last name is [PII].
[CUSTOMER][NEUTRAL] Yes, right.
[AGENT][NEUTRAL] I'm not pulling up that name. Do you have a social or a group number?
[CUSTOMER][NEUTRAL] Uh, no, I don't have. I have the NBA and the tax ID number.
[AGENT][NEUTRAL] Um, yeah, we can't look that up. Um.
[AGENT][NEUTRAL] I'm not able to identify the informa with the information you've given.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK. So what do you want?
[AGENT][NEUTRAL] I, I've tried the first and last name, and so I, I would have to have a social security number and then I could possibly look with a group number.
[CUSTOMER][NEUTRAL] I don't have the uh social security number. I have the MPI number and the tax ID number.
[AGENT][NEUTRAL] OK, I, well, I'm not able to verify I can't find anything in our system with that name.
[CUSTOMER][NEUTRAL] Will they provide you the NPI.
[AGENT][NEUTRAL] We can't look up MPIs.
[CUSTOMER][NEUTRAL] Or uh tax ID?
[AGENT][NEUTRAL] We can't look those up.
[CUSTOMER][NEUTRAL] Yeah.