AccountId: 011433970860
ContactId: f3a5673a-cfda-4d3e-8dbf-181bc55e15b3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 253080 ms
Total Talk Time (AGENT): 57294 ms
Total Talk Time (CUSTOMER): 82557 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/f3a5673a-cfda-4d3e-8dbf-181bc55e15b3_20250610T19:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII]. I wanted to know the claim status.
[AGENT][NEUTRAL] OK, I can help you with claim status and [PII]. Um, do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Um, yes, before I tell you that, just letting you know this call is being recorded for quality and training purposes, OK?
[CUSTOMER][NEUTRAL] And the member ID is 06498389.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, I didn't pull up that policy number. Do you have a last name I can look by?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] Last name is [PII]
[CUSTOMER][NEUTRAL] And the first name is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, and do you have the date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Oh, I'm not pulling up the patient with the information that you provided.
[AGENT][NEUTRAL] You have a group number?
[CUSTOMER][NEUTRAL] Let me check.
[CUSTOMER][NEUTRAL] No, I don't have the group number either.
[CUSTOMER][NEUTRAL] Uh, just to confirm, the mailing, uh, the for the claim, mailing address is [PII].
[CUSTOMER][NEUTRAL] Uh, [PII], right?
[AGENT][NEUTRAL] Uh, our claims address is [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Could you repeat the last five digits again?
[CUSTOMER][NEUTRAL] The zip code?
[AGENT][NEUTRAL] Zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And uh may I have the payer ID?
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK 0801.
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] Only 4 digits, right?
[AGENT][NEUTRAL] No, 660801.
[CUSTOMER][NEUTRAL] OK, 60801.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and, uh, yeah, thank you. Uh may I have the call reference number?
[AGENT][NEUTRAL] My name is [PII] and today's date.
[CUSTOMER][NEUTRAL] And the initial of the last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you, [PII] that will be all and hope you have a great day ahead.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thanks for calling APL. You as well. Bye bye.