AccountId: 011433970860
ContactId: 34aed632-8756-4156-88cf-152d9392e8ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110379 ms
Total Talk Time (AGENT): 37202 ms
Total Talk Time (CUSTOMER): 49310 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/34aed632-8756-4156-88cf-152d9392e8ce_20250604T22:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from a provider's office. Um, I'm just calling to verify some, um, coordination of benefits to see, um, if you guys are primary over Medicare like we have you listed as.
[AGENT][NEUTRAL] OK can I help you with the benefits, Miss [PII]. Can I please get your callback number, ma'am just in case the call is disconnected.
[CUSTOMER][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and what's the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] In the Medical Center.
[AGENT][NEUTRAL] And the patient's name, date of birth, and policy number, please?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Policy number is US 00050713.
[AGENT][NEUTRAL] OK, um, do you see an APL policy number?
[CUSTOMER][NEUTRAL] APL.
[AGENT][NEUTRAL] That's our company is APL. That's not one of our policy numbers.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] This is Pan American Life Insurance, is it?
[AGENT][NEUTRAL] No, ma'am. This is American Public Life Insurance.
[CUSTOMER][NEUTRAL] No? OK.
[CUSTOMER][NEUTRAL] Oh, OK. All right. Maybe that's the issue. Thank you. Oh, OK, bye-bye.
[AGENT][POSITIVE] OK, you're very welcome, Ms. [PII]. Thanks for calling APL. Bye-bye, ma'am.
[CUSTOMER][POSITIVE] Uh-huh. Bye. Thank you. Bye.