AccountId: 011433970860
ContactId: 4d7109c0-8179-4f11-b6f3-4dca0dd16928
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 284929 ms
Total Talk Time (AGENT): 81349 ms
Total Talk Time (CUSTOMER): 83713 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/4d7109c0-8179-4f11-b6f3-4dca0dd16928_20250501T17:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, hi, my name is [PII] calling from provider's office. I'm looking for the claim status.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. May I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Sure, that's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, and then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Policy number is B as in Bravo H as in Henry 7746.
[CUSTOMER][NEUTRAL] 45101.
[AGENT][NEUTRAL] OK, that's not one of our policy numbers.
[CUSTOMER][NEUTRAL] And the patient name is Doctor [PII].
[AGENT][NEUTRAL] That's not one of our policy numbers. You see another number?
[CUSTOMER][NEUTRAL] Can you check with the social security number if it's possible?
[AGENT][NEUTRAL] Yes, yes, I can do that. What is the social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, I'm not showing the um that patient in our system.
[CUSTOMER][NEUTRAL] Uh, is it PHPS Insurance?
[AGENT][NEUTRAL] No this is American Public Life.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Uh, can you just spell out your name for me?
[AGENT][NEUTRAL] Yes ma'am, it's [PII]
[CUSTOMER][NEUTRAL] All right, can you do a name search?
[AGENT][NEUTRAL] Well, if it doesn't by the social it's not going to come up.
[AGENT][NEUTRAL] Have a look.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] So do you want the flu check with the patient for the correct ID?
[AGENT][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] Right, that would probably be the best bet, but let me look um if you spell the last name [PII]?
[CUSTOMER][NEUTRAL] No, it's [PII].
[AGENT][NEUTRAL] OK, let me try that.
[AGENT][NEUTRAL] OK, and how do you spell the first name?
[CUSTOMER][NEUTRAL] It's checkup, that's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, no, there is no member in our computer system with that name or that social security number.
[CUSTOMER][NEUTRAL] Alright, can I get the reference number for the call?
[AGENT][NEUTRAL] Yes, you can use my name and today's date.
[CUSTOMER][NEUTRAL] All right. What's your last name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Alright, that's all for the day thank you bye now.
[AGENT][POSITIVE] Thank you [PII]. Thank you for calling APL. You have a wonderful day. bye bye.
[CUSTOMER][NEUTRAL] Yeah