AccountId: 011433970860
ContactId: ef060062-06fc-4bc8-9d7f-df046d8bcf4f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 416589 ms
Total Talk Time (AGENT): 97723 ms
Total Talk Time (CUSTOMER): 168602 ms
Interruptions: 2
Overall Sentiment: AGENT=1.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/ef060062-06fc-4bc8-9d7f-df046d8bcf4f_20250416T15:36_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII]. I'm calling from provider office. May I know the claim status?
[AGENT][POSITIVE] Sure, I'll be more than happy to help you with the claim status, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Just give me 1 2nd.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, I'm here.
[CUSTOMER][POSITIVE] Hello. Thank you so much for waiting. Uh, I'll provide the number, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. What's the last four?
[CUSTOMER][NEUTRAL] Uh, last is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. What's the last four numbers?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] The last number is [PII].
[AGENT][NEUTRAL] OK, can you, can you just give the whole number again because that's not enough number. So [PII] was the area code [PII], and then what's the last four digits, [PII].
[CUSTOMER][NEUTRAL] Yeah, just give me one second. Can I place your call on hold for just
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, [PII], I'm here.
[CUSTOMER][POSITIVE] Yeah, thank you so much for waiting. I'm so sorry. Yeah, you're asking like callback number, right? Uh, just you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Yeah, [PII], extension.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yeah, just give me one second, member's policy.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes, I'm here.
[CUSTOMER][POSITIVE] Yeah, thank you so much. Sorry. 7709.
[CUSTOMER][NEUTRAL] W as in water, and 150084.
[AGENT][NEUTRAL] OK, that's not an APL policy number. Do you have the American Public Life card?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, do you have their full social?
[CUSTOMER][NEUTRAL] Uh, social, uh, no.
[AGENT][NEUTRAL] OK, what's the member's first and last name?
[CUSTOMER][NEUTRAL] Yeah, the member's first name is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], last name [PII], [PII]
[CUSTOMER][NEUTRAL] Uh yeah. [PII]. It's the first name and last name is [PII].
[AGENT][NEUTRAL] Can you spell the first name again?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][POSITIVE] Yeah, no issues.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] All right, so I'm just waiting for the policies to populate here. Hold on one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Oh, OK, no problem. You can take your time. No issues.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I don't see a member with that name here. Um, do you have a claim number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, I have a claim number.
[AGENT][NEUTRAL] What's the claim number that you have?
[CUSTOMER][NEUTRAL] Yeah, one second.
[CUSTOMER][NEUTRAL] Hello, thanks for on hold.
[AGENT][POSITIVE] Oh, you're welcome.
[CUSTOMER][NEUTRAL] I'm so sorry that I have, I'm so sorry I have checked that there is no claim number. It was crossover Medicare, Medicare.
[AGENT][NEUTRAL] OK, so we're gonna need some more information to be able to search for the member because with the first and last name, there is no policy here. The policy number wasn't an APL policy number and we don't have the full social.
[CUSTOMER][NEUTRAL] Some
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] So I don't have enough information to search.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Have a great day.
[CUSTOMER][POSITIVE] Yeah, you too have a good day.