AccountId: 011433970860
ContactId: f3a140d5-588a-4eb1-944c-69d86e13fb2e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 314920 ms
Total Talk Time (AGENT): 42258 ms
Total Talk Time (CUSTOMER): 73985 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/f3a140d5-588a-4eb1-944c-69d86e13fb2e_20250507T16:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi [PII]. This is [PII] calling fromro of the Climbs.
[AGENT][NEUTRAL] Hey [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] The callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Policy number of the patient?
[CUSTOMER][NEUTRAL] Yeah, the policy number is.
[CUSTOMER][NEUTRAL] 60801.
[AGENT][NEUTRAL] Um, that's our payer ID. Do you have the policy certificate number?
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] Can you pull up with the patience of SSN?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] What is it?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] You know, the social
[CUSTOMER][NEUTRAL] Just a moment.
[AGENT][NEUTRAL] I can look it up by last name or social. Do you have the last name?
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] Yeah, that
[CUSTOMER][NEUTRAL] Yeah, the last name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] First name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] No, I'm not pulling up that name. Did, did you, were you able to locate the policy number or social?
[CUSTOMER][NEGATIVE] I'm trying to get the social security number. It doesn't show anything.
[CUSTOMER][NEUTRAL] On my end.
[CUSTOMER][NEUTRAL] Can you uh add another [PII]?
[CUSTOMER][NEUTRAL] After the [PII].
[CUSTOMER][NEUTRAL] It's like middle name.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Uh, it's not pulling anything up, um, unless you can provide a group number. Do you have a group number?
[CUSTOMER][NEUTRAL] Yeah, the group number is 16995.
[AGENT][NEUTRAL] I'm not finding that name under that group number.
[CUSTOMER][NEUTRAL] Can you check with uh [PII]?
[AGENT][NEUTRAL] It was what?
[CUSTOMER][NEUTRAL] Care came as the name under this group number.
[AGENT][NEUTRAL] What's the last name?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Um, I don't have that name under this group number.
[CUSTOMER][NEUTRAL] Yeah, just uh, can I get the calls?
[AGENT][NEUTRAL] My name, [PII], and today's date.
[CUSTOMER][NEUTRAL] Yeah, I guess the thing for us.
[AGENT][POSITIVE] Thank you.