AccountId: 011433970860
ContactId: 15219cf3-bc2a-4e09-aa9d-80f476bea416
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 244279 ms
Total Talk Time (AGENT): 85002 ms
Total Talk Time (CUSTOMER): 72329 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/15219cf3-bc2a-4e09-aa9d-80f476bea416_20250131T14:12_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, is this alliance?
[AGENT][NEUTRAL] APL.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Is this airlines insurance?
[AGENT][NEUTRAL] This is APL. This is not alliance. This is APL.
[AGENT][NEUTRAL] American Public Life.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, can you provide me the claim status?
[AGENT][NEUTRAL] For American public life, for APL, yes. If it's alliance, no. OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, may I have your name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK. And may I have a callback number just in case we get disconnected, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yeah, sure. The callback number is [PII].
[AGENT][NEUTRAL] Thank you. And you're calling from which facility or provider?
[CUSTOMER][NEUTRAL] Uh, sorry?
[AGENT][NEUTRAL] What is the name of the facility or the provider you're calling from?
[CUSTOMER][NEUTRAL] It's, it's Stein Center Home Medical.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah, sure. It's 861-500-019400.
[AGENT][NEUTRAL] Hey, that's not our policy number.
[CUSTOMER][NEUTRAL] Mhm. So can you search the member by member name and date of birth?
[AGENT][NEUTRAL] Sure. What's the spelling of the last name?
[CUSTOMER][NEUTRAL] The last name is [PII]. It's [PII].
[AGENT][NEUTRAL] OK, and what's the spelling of the first name?
[CUSTOMER][NEUTRAL] First name is [PII].
[AGENT][NEUTRAL] [PII] as in, I'm sorry, you said [PII] as the last letter?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so it was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] I don't have that person on the list.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] I don't have that name listed in our system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I have one more question.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You have the policy number.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I also say 0040189006.
[AGENT][NEUTRAL] Can you repeat that number one more time?
[CUSTOMER][NEUTRAL] Yeah, sure. It's 0040189006.
[AGENT][NEUTRAL] That's not pulling anything up in our system, Mr. [PII]. You probably are trying to call Alliance and we're not Alliance.
[CUSTOMER][NEUTRAL] OK, thank you. What's the reference number?
[AGENT][NEUTRAL] We don't have a reference number so you can use my name in today's thing.
[CUSTOMER][NEUTRAL] And what's your name?
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[CUSTOMER][POSITIVE] OK. Thank you, sir. Have a wonderful day. Bye-bye.
[AGENT][POSITIVE] No, you're as well. Thank you for calling AP.