AccountId: 011433970860
ContactId: 00a5d91c-a294-4a67-8c08-e157ed3c4876
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163940 ms
Total Talk Time (AGENT): 42800 ms
Total Talk Time (CUSTOMER): 76748 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/00a5d91c-a294-4a67-8c08-e157ed3c4876_20250311T19:27_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] calling from Cleveland Clinic to check on claim status.
[AGENT][POSITIVE] I'd be happy to assist with claim status today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, give me a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, the callback number is [PII].
[AGENT][NEUTRAL] Patient's name and date of birth, I mean the policy, I'm sorry, first I need the policy number.
[CUSTOMER][NEUTRAL] I'm sorry for that. Yeah. So you want me to tell the patient name or policy ID number?
[AGENT][NEUTRAL] Um, policy number first please.
[CUSTOMER][NEUTRAL] OK. The policy ID number is N for Nancy, C for Charlie, A for Alpha, F for Fox, E for Edward, 682885552.
[AGENT][NEUTRAL] OK, that's not one of our policy numbers. Do you have a social?
[CUSTOMER][NEUTRAL] Um, so give me a moment.
[CUSTOMER][NEUTRAL] Yeah, the social security number is um [PII].
[AGENT][NEUTRAL] OK, that social is not in our system. What's the name of the patient?
[CUSTOMER][NEUTRAL] So give me a moment. Yeah, the patient name is um [PII] and the last name is [PII], which is spelled as [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, do you have an address?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It with [PII].
[CUSTOMER][NEUTRAL] I do have address. It's uh [PII], and the ZIP code is [PII].
[AGENT][NEUTRAL] OK, we don't have anyone in our system.
[AGENT][NEUTRAL] With that name and address?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, is that a Federal life insurance I'm calling?
[AGENT][NEUTRAL] No, this is American Public Life.
[CUSTOMER][NEUTRAL] OK. So, do you have any uh direct phone number for Federal Life?
[AGENT][NEUTRAL] I don't know who they are. I'm sorry. You'll have to Google it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, thanks [PII] for giving this info. And is there any call reference number for this call?
[AGENT][NEUTRAL] Reference is just my name [PII] last [PII] [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] No money, sir. Thanks for giving this info. Have a wonderful day.
[AGENT][POSITIVE] Thank you for calling APO. Have a good day.
[CUSTOMER][NEUTRAL] Yeah, bye bye.
[AGENT][NEUTRAL] Bye.