AccountId: 011433970860
ContactId: f7fbeae3-992f-401b-b6c4-ae913397022b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 293940 ms
Total Talk Time (AGENT): 114360 ms
Total Talk Time (CUSTOMER): 75300 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/f7fbeae3-992f-401b-b6c4-ae913397022b_20250626T15:20_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling on behalf of Barnes Jewish West County Hospital in regards to a claim status for a member.
[AGENT][POSITIVE] OK, sure, I can assist you with claim status.
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] D as in David 42,028,880.
[AGENT][NEUTRAL] Do you see a policy certificate number? It's gonna start with a 0 followed by 7 digits only.
[CUSTOMER][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] Um, no, I do not see that.
[AGENT][NEUTRAL] Mm, OK. Um, you probably need to do a name search. May I have the spelling of the last name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Last name is spelled [PII].
[AGENT][NEUTRAL] And what's the spelling of the first name?
[CUSTOMER][NEUTRAL] First name is um [PII] I.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] One moment, let me see if I can find this now.
[AGENT][NEUTRAL] You said the first name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Does he have any other last names or any other names that he goes by or is this person the main?
[CUSTOMER][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That's the full name.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Hm, not calling a [PII] or [PII] or [PII], um.
[AGENT][NEUTRAL] Do you have a social or any other information that I can use?
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Um, yeah, I have a social, um, it is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] No, he doesn't seem to be with us or she doesn't seem to be with us, um, unless she's not a main holder and she's a dependent. If she's a dependent, we're gonna need the information of the main holder to pull it up but um based on what you're giving me and the information, it looks like um they probably only have IMA.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Um, the the number you provided to me in the beginning is for IMA, which is 90 degrees. I don't know if you have tried to call them this. Yeah, that's all that I see that I can tell you with the information you're providing me, um.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah, I, I cannot find her in our system with the social or the name. I'm sorry.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, um, and may I have a call reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name and today state if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] Um, yes, please, the spelling.
[AGENT][NEUTRAL] OK, that's [PII].
[CUSTOMER][POSITIVE] OK, alright, well thank you for your help today.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a good day.
[AGENT][NEUTRAL] I need
[CUSTOMER][POSITIVE] Thanks, you too. Bye.
[AGENT][POSITIVE] Yeah thank you bye.