AccountId: 011433970860
ContactId: ee9149e9-5e83-44db-9176-fdd5d0a80449
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248800 ms
Total Talk Time (AGENT): 103240 ms
Total Talk Time (CUSTOMER): 51891 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/ee9149e9-5e83-44db-9176-fdd5d0a80449_20250321T19:43_UTC.wav
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[CUSTOMER][NEUTRAL] It
[AGENT][POSITIVE] Thank you for calling ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, [PII]. My name is [PII] calling from provider's office to check on a claim status. How are you?
[AGENT][POSITIVE] I'm doing well. How are you?
[CUSTOMER][POSITIVE] Yeah I'm doing good thank you for asking.
[AGENT][POSITIVE] That's good. You're welcome. And may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] K as in Kilo, 6043566301.
[AGENT][NEUTRAL] And do you have a copy of the member's ID card available?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, um, because that the policy number that was provided, that's not an APL policy number. I can try to look it up. Um, do you have the members
[AGENT][NEUTRAL] For social?
[CUSTOMER][NEUTRAL] Sure, the member's name is [PII].
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] Yes, it's [PII], it's [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And do you have the member's social or or you don't have the social?
[CUSTOMER][NEUTRAL] No, we don't have
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] have
[AGENT][NEUTRAL] And that was [PII]?
[CUSTOMER][NEUTRAL] Uh-huh. Yes.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] I'm not showing a claim on file for [PII]. Um, let me try this way. And you said you don't have the social, you don't have the ID card also?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, and what's the name of the insurance company? because that policy number isn't for APL. Is that the primary?
[CUSTOMER][NEUTRAL] Yeah. Yes.
[AGENT][NEUTRAL] Oh, OK, that's why, because that's their primary insurance um policy number.
[AGENT][NEUTRAL] OK, well, unfortunately, with the first and last name, nothing populated and we don't have the social or the ID card to try to locate the policy number. So we're going to need more information to try to search this number for you. Do you have a claim number?
[CUSTOMER][NEUTRAL] Uh yes, I have the claim number.
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] OK, what's the claim number that you have? I can try to look that way.
[CUSTOMER][NEUTRAL] The claim number gonna be?
[CUSTOMER][NEUTRAL] It's uh 24, B as in Bravo 102,746,400.
[AGENT][NEUTRAL] OK, yeah, that's a primary um claim number. So it sounds like the claim was submitted to primary, but uh if you would like to know if they have a policy with APL, um, I will either ask the member for their ID card or the social so that we can try to search for you because it's it's not coming up with what we have.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, well, was there anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] No, thank you so much for your help. Have a great day.
[AGENT][POSITIVE] You also and thanks for calling AP.
[CUSTOMER][NEUTRAL] Let's.