AccountId: 011433970860
ContactId: 124ea8ea-deca-4067-9545-c300bcbf7db9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188029 ms
Total Talk Time (AGENT): 43060 ms
Total Talk Time (CUSTOMER): 71953 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/124ea8ea-deca-4067-9545-c300bcbf7db9_20250603T13:59_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII]. I'm calling from the provider's office. I'm looking for the claim status.
[AGENT][NEUTRAL] OK, I can verify claim status for you and you say your name is [PII]?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] You said your name is [PII]?
[CUSTOMER][NEUTRAL] Yes, right.
[AGENT][NEUTRAL] OK, thank you. And what is the policy number, please?
[CUSTOMER][NEUTRAL] Yeah, give me one moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It is A as in Alpha, F as in Foxtrot, L as in Lima, M as in Mike F as in Foxtrot, E as in Echo, A as in Alpha 684326904.
[AGENT][NEUTRAL] It's not, it's not one of our policy numbers. Do you have the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] Uh, spell that first and last name for me, please.
[CUSTOMER][NEUTRAL] Sure. First name is [PII]. Second name, [PII].
[AGENT][NEUTRAL] OK, and the date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you and Ms. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure. It is [PII]. It's a direct line.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Uh, no, ma'am. I don't show that patient in our system. Are you showing it's for APL or do you have a copy of the card?
[CUSTOMER][NEUTRAL] Yeah, give me one moment. Let me just verify that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, it shows American Insurance Security Life Insurance.
[AGENT][NEUTRAL] No, ma'am, that's not our company.
[CUSTOMER][POSITIVE] OK. I'm so sorry about that. Um, thank you so much for helping me today. You have a great day.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh, you're welcome. You too, thank you for calling APL.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye bye.