AccountId: 011433970860
ContactId: 2a488fcd-2e1c-41de-9111-862c1272d9f3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162100 ms
Total Talk Time (AGENT): 49204 ms
Total Talk Time (CUSTOMER): 74853 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/2a488fcd-2e1c-41de-9111-862c1272d9f3_20250102T15:11_UTC.wav
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[AGENT][NEUTRAL] While APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi there, my name is [PII]. How are you today?
[AGENT][POSITIVE] I'm great, thanks for asking, [PII]. How are you?
[CUSTOMER][NEUTRAL] Good. Did you say I my phone kind of broke up, [PII]?
[AGENT][POSITIVE] Yes, [PII]. That's correct.
[CUSTOMER][NEUTRAL] Um, I was calling to check the status of several claims for a patient.
[AGENT][NEUTRAL] Can I have your callback number and the policy number?
[AGENT][POSITIVE] I'll be able to assist you.
[CUSTOMER][NEUTRAL] I sure can. It's [PII].
[CUSTOMER][NEUTRAL] And the ID for the patient is 197.
[CUSTOMER][NEUTRAL] 489604.
[AGENT][NEUTRAL] So is this the policy number because that's too long to be a policy number.
[CUSTOMER][NEUTRAL] Well, if that's the case.
[AGENT][NEUTRAL] Or is that a social?
[CUSTOMER][NEUTRAL] That is a social.
[AGENT][NEUTRAL] Could you give it to me again because I was expecting the policy number.
[CUSTOMER][NEUTRAL] Oh yes ma'am. It's 197489604.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is this member's name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Spell her first name.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Is she the policy holder or a dependent?
[CUSTOMER][NEUTRAL] I have her listed as the policyholder.
[AGENT][NEUTRAL] Do you have a copy of the card?
[CUSTOMER][NEUTRAL] But they
[CUSTOMER][POSITIVE] I'm looking forward to see.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have for a policy number that she wrote down as 12Y0595233. Is this [PII]?
[AGENT][NEUTRAL] This is American Public Life.
[CUSTOMER][POSITIVE] Oh, well, that would also explain it. And they put down the wrong phone number also, perfect. I'm sorry.
[AGENT][NEUTRAL] Um, give me her social again. Let me see if it's in this system. We are because we're a third party administrator for [PII], but I'm not pulling her up. What was her social again?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mm mm. Nope, I'm not pulling her up in the system.
[CUSTOMER][POSITIVE] OK, well thank you so much I appreciate your help.
[AGENT][POSITIVE] You're welcome [PII]. Thanks for calling APL and you have a great day.
[CUSTOMER][POSITIVE] Happy New [PII] bye bye.
[AGENT][NEUTRAL] Same to you thanks. Goodbye.