AccountId: 011433970860
ContactId: 107c0919-6ce3-40f7-95af-d9171149b3ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142320 ms
Total Talk Time (AGENT): 40748 ms
Total Talk Time (CUSTOMER): 64008 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/107c0919-6ce3-40f7-95af-d9171149b3ad_20250129T20:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is Aa calling on behalf of provider's office. I'm here to check the claim status.
[AGENT][NEUTRAL] OK, I can help you with claim status. [PII], can you please give me your callback number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, sure. It is [PII] and it's a direct line.
[AGENT][NEUTRAL] Thank you. And then what's the patient's name?
[CUSTOMER][NEUTRAL] Yeah, the patient name is uh [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you what's patients policy number?
[CUSTOMER][NEUTRAL] OK. The policy number is 2043377663.
[CUSTOMER][NEUTRAL] Well you like
[AGENT][NEUTRAL] You said that policy number is 2043377663.
[CUSTOMER][POSITIVE] Yes, that's right.
[AGENT][NEUTRAL] Policy numbers long, it's too long to be one of ours.
[CUSTOMER][NEUTRAL] Um, I have this policy number. Is it Manhattan Life?
[AGENT][NEUTRAL] That's 10 digits. Ours are 8 digits.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, this is Manhattan Life Medicare Supplement.
[AGENT][NEUTRAL] No, this is American Public Life.
[CUSTOMER][NEUTRAL] Uh, do you have a contact number for Manhattan Life Medicare Supplements?
[AGENT][NEUTRAL] No, no, ma'am. They're not affiliated with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][POSITIVE] OK. Thank you so much for this.
[AGENT][NEUTRAL] You could probably Google it.
[AGENT][POSITIVE] You're welcome. You're welcome. You have a good day.
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][POSITIVE] Thank you so much. Have a, have a good day. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.
[AGENT][POSITIVE] Thanks for