AccountId: 011433970860
ContactId: 1c092612-19de-4808-95e4-10da52a1afe6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184089 ms
Total Talk Time (AGENT): 66237 ms
Total Talk Time (CUSTOMER): 75458 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/1c092612-19de-4808-95e4-10da52a1afe6_20250317T17:53_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEGATIVE] Yeah, hi, hi [PII]. My name is [PII]. I got a bill in the mail or it says it's not a bill, and I don't understand why I have it because I've never had this, this American public life insurance company. I don't understand, um.
[CUSTOMER][NEUTRAL] This this is this is like weird. How do I find out about it?
[AGENT][NEUTRAL] I'd be happy to assist with your bill or claim today. Um, may I, do you have a policy number on there or?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I have a policy number, yeah, and I got a claim number. I'll give you the policy number 0163 01685893.
[AGENT][NEUTRAL] And if you can please verify your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And your mailing address?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][POSITIVE] Thank you for that information.
[AGENT][NEUTRAL] One moment while I pull up the claim, and is this for claim number 3,569,860?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Because I don't have that. I have United American Insurance.
[CUSTOMER][NEUTRAL] And I have Medicare.
[CUSTOMER][NEGATIVE] So I don't know what this American public life insurance is, that's not what I have.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, so we were the gap insurance that you had between [PII], and we received this claim from this provider for you for the data service [PII]. You'll need to update with them whoever your new gap insurance is because they're billing us.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] They're billing us. I, I did update everything when uh I came into the.
[CUSTOMER][NEUTRAL] To the office I'm, I'm a little surprised because I mean.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, they're billing us, so they just need to be reminded that.
[AGENT][NEUTRAL] We're not the gap insurance anymore, you, since you haven't been with us since [PII], but we, we have to process a claim that we received. Uh we, you know, we can't just toss it to the side. We, we have to process it.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, I will, I will tell them.
[AGENT][NEUTRAL] OK, was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] I mean
[CUSTOMER][POSITIVE] No, no, that's it all right thank you so much.
[AGENT][POSITIVE] Thank you for calling APR. Have a good day.
[CUSTOMER][NEUTRAL] OK