AccountId: 011433970860
ContactId: 5e2c2076-357a-48f0-9182-08d1c8975b43
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167429 ms
Total Talk Time (AGENT): 55858 ms
Total Talk Time (CUSTOMER): 58867 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/5e2c2076-357a-48f0-9182-08d1c8975b43_20250502T14:07_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, this next thing from provider's office. I know for patient claim status.
[AGENT][NEUTRAL] Sure, I can assist you with that. What was your name? I didn't catch your name.
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][POSITIVE] [PII], can I have a callback number for you and that policy number, and I'll be able to assist you with the claim status.
[CUSTOMER][NEUTRAL] OK. The callback number is [PII].
[CUSTOMER][NEUTRAL] And the policy number is A as in Alpha, V as in Victor 0709764.
[AGENT][NEUTRAL] I do apologize, but that's not a policy number here at American Public Life. Do you have the member's last name?
[CUSTOMER][NEUTRAL] My last name is [PII].
[AGENT][NEUTRAL] Could you spell that last name cause I'm not making out what you're saying unfortunately, [PII]
[CUSTOMER][NEUTRAL] OK. The
[CUSTOMER][NEUTRAL] Name is [PII].
[AGENT][NEUTRAL] So I'm not sure if you're saying [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What is the first name?
[CUSTOMER][NEUTRAL] My first name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm not pulling that member up in the system. Do you have the member's social?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] So, on the card, do it say American Public Life?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] It is for partners here.
[AGENT][NEUTRAL] This is American public life.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] So you may wanna reach out to the member to get the policy number or the social, but unfortunately that's not a policy affiliated with American Public Life.
[CUSTOMER][NEUTRAL] Uh, can you have the number for that?
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, I'm done for now. Thank you so much.
[AGENT][POSITIVE] Thanks for calling APO Mix. Have a great day. Goodbye.
[CUSTOMER][NEUTRAL] Bye bye.