AccountId: 011433970860
ContactId: fb853a93-2afc-48f2-84bb-0a593418e44f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209550 ms
Total Talk Time (AGENT): 62498 ms
Total Talk Time (CUSTOMER): 90429 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/fb853a93-2afc-48f2-84bb-0a593418e44f_20250124T20:31_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling in from provider's office to check on a claim information.
[AGENT][POSITIVE] [PII], it would be a pleasure to assist you with claim information today. What is a good callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, [PII]. What is the policy number for the patient?
[CUSTOMER][NEUTRAL] Uh, the policy number that I see is 293-522.
[CUSTOMER][NEUTRAL] That's it is what I see.
[AGENT][NEUTRAL] That you don't have another number. That's gonna be too short for our policy number.
[CUSTOMER][NEUTRAL] All right, uh, if, uh, will that be fine if I help you with the, uh, name, date of birth?
[AGENT][NEUTRAL] Yeah, let's do that. What is the last name of the patient?
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] OK. The last name is [PII]. That's uh spelled as [PII].
[CUSTOMER][NEUTRAL] The first name is [PII]. That's [PII].
[AGENT][NEUTRAL] And last name [PII]?
[CUSTOMER][POSITIVE] That's right. Mhm.
[AGENT][NEUTRAL] I'm not pulling up a [PII] Browse. Do you have the social?
[CUSTOMER][NEUTRAL] Yeah, I do. So the social is gonna be [PII].
[AGENT][NEUTRAL] Let's try that.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Not coming up under social either. Do you happen to have a claim number?
[CUSTOMER][NEUTRAL] Uh, actually, we received a letter from, uh, APL, uh, stating that, uh,
[CUSTOMER][NEUTRAL] We are unable to locate the correct policy with the information provided. So, you're stating that the member is not on file, correct?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] All right. Give me a minute. And you said your name is?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] First initial of my last name is [PII].
[AGENT][NEUTRAL] And I'm sorry, I wasn't able to assist you, but is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, no, that would be it. And uh what is the call reference number?
[AGENT][NEUTRAL] Call reference number is my name and today's date.
[CUSTOMER][POSITIVE] That's gonna be your name and they said that's 12425. All right. Thank you so much for all the information. You have a lovely day. Bye-bye.
[AGENT][POSITIVE] That's correct.
[AGENT][POSITIVE] [PII], I hope you have a lovely day as well. It was a pleasure to assist you and thank you for calling APL. Take care.
[CUSTOMER][NEUTRAL] You as well. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.