AccountId: 011433970860
ContactId: 65156627-fc85-4680-b0cc-b36b777a8e36
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106730 ms
Total Talk Time (AGENT): 36991 ms
Total Talk Time (CUSTOMER): 48291 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/65156627-fc85-4680-b0cc-b36b777a8e36_20250612T16:05_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Um, yes, I had a couple questions about claims, um, on two separate patients.
[AGENT][NEUTRAL] OK, I can verify claim status for you. Excuse me, and your name is?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And what is that policy or one of the policy numbers, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh, first one is M as in Mary 12239172.
[AGENT][NEUTRAL] Uh, it's not one of our policy numbers. Do you have the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Uh patient is [PII] [PII].
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] You said the first name is [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] No, ma'am. I don't show that patient in our system. Do you have a copy of their card?
[CUSTOMER][NEUTRAL] OK, because it says.
[CUSTOMER][NEUTRAL] I don't, but I mean there is a note here from [PII] for [PII] at AmeriPlan and then it gives your phone number, uh, cannot find patient by ID name or date of birth, so it looks like somebody named [PII] talked to one of our representatives in October.
[AGENT][NEUTRAL] OK. Well, yes, ma'am, and we're not Ameri plan. This is American Public Life, but um, I don't show that patient in our system.
[CUSTOMER][NEUTRAL] Ah,
[CUSTOMER][NEUTRAL] OK, well then that is a completely different plan. I don't know why that phone number is in here. OK um well thank you so much.
[AGENT][POSITIVE] Uh, yes, ma'am. Thank you for calling APL. Have a great day, Ms. [PII].
[CUSTOMER][NEUTRAL] Uh bye bye you too.
[AGENT][NEUTRAL] Bye.