AccountId: 011433970860
ContactId: 47adce54-887e-49dc-8ff3-b22bba967065
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106680 ms
Total Talk Time (AGENT): 65135 ms
Total Talk Time (CUSTOMER): 34032 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/47adce54-887e-49dc-8ff3-b22bba967065_20250619T16:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII], and I'm calling from provider's office, and I need help with claim status.
[AGENT][NEUTRAL] OK, [PII], you're needing claim status, is that correct?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] Yes, I can help you with that. And what is your callback number?
[CUSTOMER][NEUTRAL] Yes, uh, it's [PII].
[AGENT][NEUTRAL] Thank you and how many claims [PII], do you have to check status on?
[CUSTOMER][NEUTRAL] I have 2 games.
[AGENT][NEUTRAL] OK, is it two claims for for the same number? OK, I can help you and [PII], you will use my name along with today's date as your call reference number for each. Also any information that I provide for you on the claims will be a verification of benefits and not a guarantee of payment.
[CUSTOMER][NEUTRAL] For the same member.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And then, um, what is your patient's policy number?
[CUSTOMER][NEUTRAL] Yes, uh, thank you. Uh, policy number is [PII].
[AGENT][NEUTRAL] OK, now, [PII], that is not an APL policy number. Did you say 439-873-73?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am. That is not an American public life policy number.
[AGENT][NEUTRAL] What company were you trying to reach?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, I, I called an American Progressive Life and Health Insurance.
[AGENT][NEUTRAL] No, sir. No, I mean, no, ma'am. This is not American Progressive life. This is American public life.
[CUSTOMER][NEUTRAL] Oh, right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you very much for the help then yeah.
[AGENT][POSITIVE] All right, well, you're very welcome. So thank you again for calling APL if that's all I can help you with and I hope you have a nice rest of your day.
[CUSTOMER][POSITIVE] Same to you. Bye bye, thanks.
[AGENT][POSITIVE] Thank you. Uh-huh. Bye-bye.