AccountId: 011433970860
ContactId: 38b193b8-02e8-4dd7-aa45-c220fe2a1c7b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 227350 ms
Total Talk Time (AGENT): 84870 ms
Total Talk Time (CUSTOMER): 93920 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/38b193b8-02e8-4dd7-aa45-c220fe2a1c7b_20250514T16:40_UTC.wav
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[AGENT][NEUTRAL] How may I assist you?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], I was calling for a claim status.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII]. Callback number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you for. Can I have a policy number of the member that you're calling to check the status of the claim for?
[CUSTOMER][NEUTRAL] I have a policy number of 1113767.
[AGENT][NEUTRAL] And what is this member's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Give me that policy number one more time.
[CUSTOMER][NEUTRAL] 111 37667.
[AGENT][NEUTRAL] I'm not pulling up a Barbara. Give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No, I'm not pulling up a barber with that policy number that you provided me.
[CUSTOMER][NEUTRAL] Hm. Let me check the, uh, let me check to see if they have something scanned in here.
[CUSTOMER][NEUTRAL] Maybe yeah
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] You did say 1113767, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] It just not pulling up a Barbara.
[CUSTOMER][NEUTRAL] OK, that's
[CUSTOMER][NEUTRAL] OK, sorry, just give me a moment. I'm looking to see if she has the like some insurance documentation.
[AGENT][POSITIVE] Take your time.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] See if maybe it was a typo or something.
[CUSTOMER][POSITIVE] Mm nice.
[CUSTOMER][NEUTRAL] Um, can you look it up with any other demographics like, uh, social or something?
[AGENT][NEUTRAL] a social, yes, social.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright let me see what we have. OK, so social is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is this member's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] The holiday is nice because it's not pulling her up.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] It spell her first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm not finding [PII] in the system. Are you sure you're calling American Public Life?
[AGENT][NEUTRAL] This, this is American Public Life.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] This is uh this is what registration, this is what I'm just going by how the patient was registered, um, this is the number that they gave [PII].
[AGENT][NEUTRAL] Is she the policy holder?
[AGENT][NEUTRAL] Cause when I put her social in, I didn't pull up a policy. When I put her name in, I didn't pull up the policy. The policy number that you provided pulled up a completely different individual. So I'm not sure you may wanna reach out to the the insured to verify what's the actual policy number that's listed on the card.
[AGENT][NEUTRAL] And is it with American public life.
[CUSTOMER][NEUTRAL] Yeah, because they don't even have that in, yeah, OK, no worries, and, um, [PII], do you have a call reference number?
[AGENT][NEUTRAL] We don't provide those, but you can use my name in today's date as a reference. It's [PII] in today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much have a good one.