AccountId: 011433970860
ContactId: f8599d12-1cc5-4821-b4fe-5229e789103e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226259 ms
Total Talk Time (AGENT): 68053 ms
Total Talk Time (CUSTOMER): 78621 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/f8599d12-1cc5-4821-b4fe-5229e789103e_20250325T17:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from office.
[AGENT][POSITIVE] Hi, Ms. [PII]. How can I help you today?
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][POSITIVE] I'm good. How are you doing?
[AGENT][POSITIVE] I'm good. How can I help you today? Yes, I can hear you.
[CUSTOMER][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] I, I'm calling regarding claim status. I have two I have two claims to discuss with you for the same patient.
[AGENT][NEUTRAL] OK, I can help you with that. Um, can you please, um, I can help you with that claim status for both of them. What is your callback number, Ms. [PII]?
[CUSTOMER][NEUTRAL] The only.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Patient name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And what is the policy number, please?
[CUSTOMER][NEUTRAL] 1,681,252,490.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] they have
[AGENT][NEUTRAL] OK, do you see another policy number that is not one of our policy numbers.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] No, I cannot see.
[AGENT][NEUTRAL] OK, can you spell the member's name for me, the first name first?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And the last name?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. So the patient last name which I have is [PII].
[AGENT][NEUTRAL] And it's [PII]?
[AGENT][NEUTRAL] Is that correct? The last name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, do you happen to have the member's social security number?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yes, I have. Social security number which I have.
[AGENT][NEUTRAL] What is that, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me try to find the member real quick.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] OK, I am not pulling up a member under that Social Security number.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] You have found the patient?
[AGENT][NEUTRAL] No.