AccountId: 011433970860
ContactId: 4df8d7f1-b23f-4b49-8e40-3a15a31314f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 695700 ms
Total Talk Time (AGENT): 153782 ms
Total Talk Time (CUSTOMER): 126400 ms
Interruptions: 4
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/4df8d7f1-b23f-4b49-8e40-3a15a31314f7_20250602T20:15_UTC.wav
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[AGENT][NEUTRAL] For contacting ATL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Let's
[CUSTOMER][NEUTRAL] Hi. Can you spell your name and last name initial?
[AGENT][NEUTRAL] It's [PII] The first initial and my last name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] OK. Thank you. Telecom so much. I'm [PII] and last name initial [PII] calling from Na ANC provider regarding the claim.
[AGENT][NEUTRAL] I can help with the claim status. No, what is that policy number, please?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] I can help with the claim. What is the policy number, please, [PII]?
[CUSTOMER][NEUTRAL] Uh, are you asking NPI number?
[AGENT][NEUTRAL] Well, the, is it, this is, there should be a policy number, the insurance policy number, and if I have that, then I can probably look up and see if we have a claim or not.
[CUSTOMER][NEUTRAL] Are you asking patient ID?
[AGENT][NEUTRAL] OK. How do you spell the patient's last name, please?
[CUSTOMER][NEUTRAL] Patient last name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] 000, [PII], I'm sorry. I, I can hear you. [PII], I do apologize. I can barely hear you. Could you, could you do that again? What, how do you spell the last name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][POSITIVE] Thank you. And the, and the uh first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. If I could get a, uh, a callback number from you, please, in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII] is [PII].
[AGENT][POSITIVE] OK, thank you very much. I'm just looking at it now.
[AGENT][NEGATIVE] This doesn't seem to be coming up in my system. I, I, I don't have anything for um this individual.
[AGENT][NEUTRAL] Uh, is there anything else that you have? I, I can't find it by their name. Is, is there a social security number maybe I could look that up, or is there some other, um.
[AGENT][NEUTRAL] Maybe a group number?
[CUSTOMER][NEUTRAL] Uh, give me a second.
[CUSTOMER][NEGATIVE] Because I have trouble on my system.
[CUSTOMER][NEUTRAL] Give me a second.
[CUSTOMER][NEUTRAL] But the thing is uh
[AGENT][NEUTRAL] Just that for whatever reason, I'm not able to find it by their name, so if we have any other information that might be helpful.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Please hold on, I'm searching it.
[CUSTOMER][NEUTRAL] But uh you can take the uh.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] if you wanted to call me back with that information, um.
[AGENT][NEUTRAL] That would be fine.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Can you wait?
[AGENT][NEUTRAL] I can wait a few more moments, yes, but, but after that I'm.
[AGENT][NEUTRAL] because this is a line that, you know, I can, I can wait another minute or so, but that's, but I'm, I'm sorry, we do have to use this line.
[CUSTOMER][NEUTRAL] OK, give me it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Only one minute.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEGATIVE] I didn't do anything.
[CUSTOMER][NEUTRAL] Hi.
[AGENT][POSITIVE] OK, yes. I'm sorry, I'm gonna, I'm sorry. I can call you back if you wanna leave a number for me.
[AGENT][NEUTRAL] Oh did you find the information yet?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and what is the policy number, please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Number is 921-706-10 F as Foxtrot 6.
[AGENT][NEUTRAL] OK. Um, I'm sorry, [PII], that's not one of our policy numbers. It's uh.
[AGENT][NEUTRAL] Are you, are you sure you needed to talk to American Public Life, um, because that's what we are, uh.
[CUSTOMER][NEUTRAL] Mm, yeah.
[AGENT][NEUTRAL] Is that, is that what the claim was sent to or do you know where it was sent to?
[CUSTOMER][NEUTRAL] Yeah, I think.
[AGENT][NEUTRAL] Because
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, well, yeah, you may, you may wanna check that because I'm not seeing that that that is one of our policy numbers to begin with and I'm very sorry I wasn't able to find this person in our system.
[AGENT][NEUTRAL] So if, if they're not in our system and that's, you know, it, it, it could be any number of other uh.
[AGENT][NEUTRAL] Interest companies, but um I'm sorry, I'm just not finding them in in ours.
[AGENT][NEUTRAL] I'm not finding this individual in the office. Do you have a claim number? Is there a claim number?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Claim number.
[CUSTOMER][NEUTRAL] No, give me a second. I will check.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] OK. No, if you give me your phone number, I can call you back in uh in a couple of minutes. Maybe I'll give you a chance to find that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, sure.
[CUSTOMER][POSITIVE] And thank you so much for your patiently waiting. Uh, is there any difference for this call?
[AGENT][NEUTRAL] And what's your
[AGENT][NEUTRAL] My name is [PII], and the first letter of my last name is [PII]. So you get the same thing.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, well I'm sorry I wasn't able to help you.
[CUSTOMER][POSITIVE] OK, I got it. And thank you so.
[AGENT][POSITIVE] Thank you for contacting ATM.