AccountId: 011433970860
ContactId: f5d1e0c9-534e-4626-a52f-9973878a5e3a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 771760 ms
Total Talk Time (AGENT): 81587 ms
Total Talk Time (CUSTOMER): 104313 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=-1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/f5d1e0c9-534e-4626-a52f-9973878a5e3a_20250618T15:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, hi, my name is [PII]. I'm calling for the provider to find status. Please note this call will be monitored and recorded for quality and training purposes. How are you doing today?
[AGENT][POSITIVE] I'm good. And could I please get your name again?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], and my last name initial is [PII].
[AGENT][POSITIVE] Thank you, [PII]. Please, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. My policy number is 877.
[CUSTOMER][NEUTRAL] 215
[CUSTOMER][NEUTRAL] 6331.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 66.
[AGENT][NEUTRAL] 7466. OK, sir. And if you don't mind holding, I'm gonna place you on a brief hold and then I'll come back and assist you with claim status.
[CUSTOMER][POSITIVE] Sure, sure. No worries. Take your time. Thank you.
[AGENT][POSITIVE] Mhm. Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, thank you, [PII] for your patience. Um, now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] The policy number is 21,780.
[AGENT][NEUTRAL] OK. 21,780. That's the policy number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. That's not one of our policy numbers. Um.
[AGENT][NEUTRAL] Do you have the members social? I could try to look them up that way or I can look them up by name and date of birth?
[CUSTOMER][NEUTRAL] Yes, the numbers first name spelled as [PII].
[CUSTOMER][NEUTRAL] And the last name is [PII].
[AGENT][POSITIVE] OK, I'm sorry.
[AGENT][NEUTRAL] Please start over with the last name again.
[CUSTOMER][NEUTRAL] The first thing
[AGENT][NEUTRAL] The last night.
[CUSTOMER][NEUTRAL] It is uh [PII].
[AGENT][NEUTRAL] The last name is [PII].
[CUSTOMER][NEUTRAL] Sent that
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK. And what's the first name?
[CUSTOMER][NEUTRAL] Yes, I have a policy number which is 024.
[AGENT][NEUTRAL] OK, one moment. Let me get back to that screen. You said it's 024. Uh-huh.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] 585
[CUSTOMER][NEUTRAL] 48.
[AGENT][NEUTRAL] And please verify her date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I found her in our system and what's the date of service and bill charges on the claim you're calling about?
[CUSTOMER][POSITIVE] Yes, for this one.
[CUSTOMER][NEUTRAL] The date of service is [PII]. Total bill amount is $888 even.
[CUSTOMER][NEUTRAL] And I have a specific question regarding this claim. Let me know once you're ready for that.
[AGENT][NEUTRAL] OK, you said that the date of service is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And please repeat the bill charges.
[CUSTOMER][NEUTRAL] $888 even.
[AGENT][NEUTRAL] OK. Do you have a claim number?
[CUSTOMER][NEUTRAL] Yes, claim number I have um 3556542.
[AGENT][NEUTRAL] OK, yes, sir. I'm showing that it is for that date of service, but the bill charges are only $60.60 dollars.
[AGENT][NEUTRAL] What's your question?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Give me just a second. Let me double check for the total charge amount.
[CUSTOMER][NEUTRAL] Bear with me a second.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Are you still there?