AccountId: 011433970860
ContactId: 38cde615-f361-4791-815e-405c8884323f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 272679 ms
Total Talk Time (AGENT): 117548 ms
Total Talk Time (CUSTOMER): 87807 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/38cde615-f361-4791-815e-405c8884323f_20250514T20:36_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from office to check on claim status.
[AGENT][NEUTRAL] OK, [PII], you're needing claim status, is that correct?
[CUSTOMER][POSITIVE] That's right.
[AGENT][POSITIVE] Yes, I can help you with that. And what is your callback number?
[CUSTOMER][NEUTRAL] Um, it's [PII] and it's a direct line.
[AGENT][NEUTRAL] Thank you and how many claims, [PII], do you have to check status on?
[CUSTOMER][NEUTRAL] 2 claims.
[AGENT][NEUTRAL] For the same patient or different patients?
[CUSTOMER][NEUTRAL] Uh, it's for the same patient.
[AGENT][NEUTRAL] And 2 dates of service, is that correct?
[CUSTOMER][NEUTRAL] Um, yeah.
[AGENT][NEUTRAL] OK, I can help you with that and [PII], you will use my name that I gave you along with today's date as your call reference number.
[CUSTOMER][NEUTRAL] Um, actually, could you spell out your name for me?
[AGENT][NEUTRAL] Of
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And any information job that I provide for you on the claims will be a verification of benefits and not a guarantee of payment. And lastly, if we do have the claims on file once I provide you the claim numbers, you can access the explanation of benefits if you need a copy of those by going to our portal and the website for that is located at [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], what is your patient's policy number?
[CUSTOMER][NEUTRAL] Um, it's
[CUSTOMER][NEUTRAL] 100
[CUSTOMER][NEUTRAL] 234
[CUSTOMER][NEUTRAL] 788221.
[AGENT][NEUTRAL] OK, [PII], that is not a policy number for our company. What company are you trying to reach?
[CUSTOMER][NEUTRAL] It's American Public Library.
[AGENT][NEUTRAL] This is American Public Life Insurance, but that is not our policy number.
[CUSTOMER][NEUTRAL] OK. OK, then.
[AGENT][NEUTRAL] Do you have any additional information? Well, you're welcome. Do you have any additional information?
[CUSTOMER][POSITIVE] Got it. Thank you so much.
[CUSTOMER][NEUTRAL] So, just for like, could you verify the member's ID number to the member's name and date of birth?
[AGENT][NEUTRAL] I can't search by the date of birth. I can try by the name.
[AGENT][NEUTRAL] Do you not have a copy of the ID card?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Um, no.
[AGENT][NEUTRAL] What is your patient's last name [PII]?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] It's spelled as [PII],
[AGENT][NEUTRAL] Spell the name.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] One moment
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And their first name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm, I'm sorry. You'll have to spell that again.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, so we do not have anyone in our system by that name here at American Public Life.
[CUSTOMER][NEUTRAL] 972
[CUSTOMER][NEUTRAL] Uh, I'm sorry?
[AGENT][NEUTRAL] We do not have anyone by that name who has a policy with our company.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Uh, oh, OK, then. Got it. Thank you so much. And
[AGENT][POSITIVE] Well, you're very welcome.
[AGENT][NEUTRAL] Is there anything else, [PII], I can help you with?
[CUSTOMER][NEUTRAL] And the call.
[CUSTOMER][NEUTRAL] And that's all for today. And the color is your name and the date, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] OK, got it. Thank you so much for assisting. Stay safe and good day.
[AGENT][POSITIVE] OK. Well, you're very welcome. Yes, you too, and thank you again for calling APL. Have a nice day.
[CUSTOMER][POSITIVE] Thanks bye.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye-bye.