AccountId: 011433970860
ContactId: 49fa3f68-6a73-4373-95d6-0d4f482f26d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 284200 ms
Total Talk Time (AGENT): 107154 ms
Total Talk Time (CUSTOMER): 76711 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/49fa3f68-6a73-4373-95d6-0d4f482f26d6_20250521T18:29_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from Houston Methodist Hospital. I need to get a claim status for a patient.
[AGENT][NEUTRAL] OK, I can help you with that. I see. uh, could I get a callback number?
[CUSTOMER][NEUTRAL] Yes, that's [PII].
[AGENT][NEUTRAL] Thank you, and the policy number you're calling on?
[CUSTOMER][NEUTRAL] D as in David, 453-02691.
[AGENT][NEUTRAL] OK, that is not one of our policy numbers. Uh, do you have a social for the patient?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me just get that I'm sorry, that social one more time. I'm sorry.
[CUSTOMER][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] OK, that is what I pulled.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see, let me try to pull by name. So last name is [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. [PII] or [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh and.
[AGENT][NEUTRAL] And do you know if he would be the policy holder or a dependent on the policy?
[CUSTOMER][NEUTRAL] So, um,
[CUSTOMER][NEUTRAL] I think he is the policy owner because this is like an employer insurance for 90 degree.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, it's, it's for car caffeine.
[AGENT][NEUTRAL] OK, do you have a mailing address for him?
[CUSTOMER][NEUTRAL] I do it um [PII].
[AGENT][NEUTRAL] Oh, that's the claims mailing address. Do you have a mailing address for the for the uh patient?
[CUSTOMER][NEUTRAL] Um, yes, I do. It's 43.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I am not pulling him in our system, uh, with that and with all the information provided.
[AGENT][NEUTRAL] Let me just make sure.
[CUSTOMER][NEUTRAL] So is this um is this the correct?
[CUSTOMER][NEUTRAL] Um, what do you call it? The administrator that I'm calling because I know I typically have.
[AGENT][NEUTRAL] I'm not sure. It sounds like he may have benefits through uh benefits in a card and not through American public life, so you may be calling, uh, the wrong administrator.
[AGENT][NEUTRAL] Uh, let me see.
[CUSTOMER][NEUTRAL] OK, yeah, I just, uh, I called 90 degrees and they just transferred me here.
[AGENT][NEUTRAL] You called who? I'm sorry, I can barely understa.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Um, the 90 degrees phone number and the IVR just transferred me here.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Hm, OK. Yeah, I'm not pulling him with that information. If he's the insured, the social would definitely pull him up, um, and I am not.
[CUSTOMER][NEUTRAL] So it could be that.
[CUSTOMER][POSITIVE] All right, no worries.
[AGENT][POSITIVE] OK, I apologize for that [PII], thank you for calling APL. You have a wonderful day.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye bye