AccountId: 011433970860
ContactId: 5e9c2388-96de-45ec-812b-34a0e5b7fac0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83500 ms
Total Talk Time (AGENT): 28157 ms
Total Talk Time (CUSTOMER): 37691 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/5e9c2388-96de-45ec-812b-34a0e5b7fac0_20250327T12:44_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider's office to check up on claim status.
[AGENT][POSITIVE] OK, I'll be more than happy to help you with the claim status, [PII]. May I have a good contact number in case we're disconnected?
[CUSTOMER][NEGATIVE] Yeah, my contact number is [PII] and there is no extension. It is a direct line.
[AGENT][NEUTRAL] OK, and may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yeah, member's policy number is 755946504.
[AGENT][NEUTRAL] And how many claims do you have in total today?
[CUSTOMER][NEUTRAL] Maybe some more claims after the completion of checking this claim, I need to verify.
[AGENT][NEUTRAL] So this isn't an APL policy number. Um, I can search with the member's first and last name or their full social.
[CUSTOMER][NEUTRAL] Uh, is this the insurance, uh, Texas Children's or APL?
[AGENT][NEUTRAL] This is American Public Life APL.
[CUSTOMER][POSITIVE] Yeah, sorry for the inconvenience. upon checking, we are following on Texas Medicare. Thank you for providing the information.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] Uh, nothing else, and thanks for asking.
[AGENT][POSITIVE] Alright, thanks for calling APL. Bye-bye.