AccountId: 011433970860
ContactId: 130b0e08-8928-42e4-8f6d-aca26156eb1c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145850 ms
Total Talk Time (AGENT): 50879 ms
Total Talk Time (CUSTOMER): 43359 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/2025/05/14/130b0e08-8928-42e4-8f6d-aca26156eb1c_20250514T19:43_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This speaking. May I help you?
[CUSTOMER][NEUTRAL] Yeah, this is [PII] calling from Friday's office to check the climate of not closed and that's just the details.
[AGENT][NEUTRAL] OK, I can verify claim status for you. And your name is again?
[CUSTOMER][NEUTRAL] 008
[AGENT][NEUTRAL] So [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Sure, that is 683-966-463.
[AGENT][NEUTRAL] Uh, it's not one of our policy numbers. Do you have the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Sure, that is [PII], that is [PII] and the last name that is [PII]
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] OK, thank you. One moment. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure, that is [PII] with the extension of [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] I do not show that patient in our system. Do you have a copy of their card with American Public Life or APL?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, well you need to contact the patient cause I don't show they have a policy with our company.
[CUSTOMER][NEUTRAL] Uh, this is um an eligibility status or claim status.
[AGENT][NEUTRAL] The person is not in our system, so there's no way for me to give eligibility or claim status. So you need to contact the patient.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Could you spell your name if you don't mind?
[AGENT][NEUTRAL] Sure, [PII].
[CUSTOMER][POSITIVE] Thank you so much for your patience. Have a great day. Bye for now.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Bye.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.