AccountId: 011433970860
ContactId: 51b5668e-d7e3-4772-94fa-d4caa33ca7cd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 265160 ms
Total Talk Time (AGENT): 102689 ms
Total Talk Time (CUSTOMER): 119675 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/51b5668e-d7e3-4772-94fa-d4caa33ca7cd_20250131T20:08_UTC.wav
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[AGENT][NEUTRAL] Is gracisma apeleiamo Alicia and [PII].
[CUSTOMER][NEUTRAL] This
[CUSTOMER][NEUTRAL] Oh let's see we wanna start this um yamo parasaver sore on claim the uh unpaciente.
[CUSTOMER][NEUTRAL] But the link for information.
[AGENT][NEUTRAL] She [PII] said.
[CUSTOMER][NEUTRAL] Oh, see, um, Diani, uh, prefire, uh, I'm sorry, yourrela de pan uh prefi.
[CUSTOMER][NEUTRAL] In English or
[AGENT][NEUTRAL] It's ropes in in espanol tambien.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. Sorry.
[AGENT][NEUTRAL] Uh, your name is [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hi [PII], thank you and a callback number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And do you have the claim number or the patient's policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, let me check. OK.
[CUSTOMER][NEUTRAL] Mm mm, uh, I have.
[CUSTOMER][NEUTRAL] Member ID.
[AGENT][NEUTRAL] What's this
[CUSTOMER][NEUTRAL] I, uh, yeah, sorry.
[AGENT][NEUTRAL] Start with a 0.
[CUSTOMER][NEUTRAL] 0065.
[AGENT][NEUTRAL] 80065.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, so I don't know.
[AGENT][NEUTRAL] It doesn't sound quite, what's, let's do a name search. What's the patient's last name?
[CUSTOMER][NEUTRAL] OK, the patient's name is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And then [PII]
[AGENT][NEUTRAL] And are you calling from what state?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, what state are you calling from? I have several [PII].
[CUSTOMER][NEUTRAL] Oh Center for Ron and joining.
[CUSTOMER][NEUTRAL] Surgery?
[AGENT][NEUTRAL] Is that in [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I'm looking.
[AGENT][NEUTRAL] I don't have a [PII] in [PII]. Do you happen to have his social?
[CUSTOMER][NEUTRAL] Let me check.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] You guys
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Do you need the last 4 numbers or?
[AGENT][NEUTRAL] Can I get the whole social?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. I have [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And that does not pull up a [PII], so it may not be for APL. What does the card say? What insurance company does the card say?
[CUSTOMER][NEUTRAL] Uh, let me see.
[CUSTOMER][NEUTRAL] OK. American Public Life Insurance Company.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I don't see any anymore so maybe I call the patient but.
[AGENT][POSITIVE] Yeah, check with the patient and see if he has an APL ID card with the policy number and call us back, we'll be happy to help you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. Thank you for your help. Um, I'm sorry, can you repeat your name?
[AGENT][NEUTRAL] Sure. My name is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the first initial of my last name is [PII].
[AGENT][POSITIVE] [PII], it's been such a pleasure to assist you. I'm sorry I wasn't able to locate the patient, but I hope you have a wonderful day and a very happy weekend. Mhm.
[CUSTOMER][POSITIVE] No, you're good. You, you too. Oh,
[CUSTOMER][NEUTRAL] You too. I, I'm sorry, I can, um, what is the reference number? Sorry.
[AGENT][NEUTRAL] I'm so sorry. It's my name and today's date.
[CUSTOMER][POSITIVE] Today, OK, perfect. Thank you, [PII]. Thank you for your help and have a have a good day.
[AGENT][POSITIVE] You too, [PII]. Thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.