AccountId: 011433970860
ContactId: 1975fd2e-43fd-43b3-8e21-d0d1970b6f28
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100430 ms
Total Talk Time (AGENT): 36840 ms
Total Talk Time (CUSTOMER): 54203 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/1975fd2e-43fd-43b3-8e21-d0d1970b6f28_20250617T17:07_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi I'm looking for a claim status for a patient.
[AGENT][NEUTRAL] OK, you have one patient that you're needing claim status for, is that correct?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][POSITIVE] That is right, yes.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] Definitely, my first name is [PII], that is [PII] Last name initial is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] Sure, it's going to be [PII], no extension.
[AGENT][NEUTRAL] Thank you and the member's policy number please [PII].
[CUSTOMER][NEUTRAL] Yes, I'm quite sure that this is not the right one because I have tried it multiple times, but um since it is the only information I have, just check the patient ID is showing E as in Edward, C as in Charlie, C as in Charlie, number 24 after that M as in Mike, N as in Nancy, I as in India 001266.
[AGENT][NEUTRAL] OK, now, thank you, [PII], but that is not a policy number for our company. What company are you trying to reach?
[CUSTOMER][NEUTRAL] Alternative insurance resources.
[AGENT][NEUTRAL] OK, so you have called the wrong company.
[AGENT][NEUTRAL] That is not the company name that I'm with.
[CUSTOMER][NEUTRAL] What is this company? I just got this number from the same insurance. mhm go ahead.
[AGENT][NEUTRAL] This
[AGENT][NEUTRAL] Yes, ma'am. I'm I'm with American Public Life Insurance.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Oh, OK.