AccountId: 011433970860
ContactId: 658b148e-f265-4b51-97c3-177dc6d6a533
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204229 ms
Total Talk Time (AGENT): 78763 ms
Total Talk Time (CUSTOMER): 97128 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/658b148e-f265-4b51-97c3-177dc6d6a533_20250210T19:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. Last is [PII], calling on behalf of provider's office to check on claim status.
[AGENT][NEUTRAL] OK, I could check in a claim for you. I'm sorry, what was your first name?
[CUSTOMER][NEUTRAL] Yes, it is [PII]
[AGENT][NEUTRAL] OK, and [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, sure. Uh, it is [PII]. There is no extension.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Policy number, yeah, sure. Uh, it's gonna be uh consecutive 300, then C as Charlie 10019875.
[AGENT][NEUTRAL] OK, so that's not gonna be one of our policy numbers, [PII], um, ours doesn't have letters in the middle like that except for at the end sometimes. Do you maybe have their social I could search for them that way.
[CUSTOMER][NEUTRAL] Yeah, I do have. Just a moment, providing you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yes. Social is gonna be [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][POSITIVE] Take your time.
[AGENT][NEUTRAL] Uh, what was the name of the member?
[CUSTOMER][NEUTRAL] Patient's first name is [PII], last name is [PII].
[AGENT][NEUTRAL] OK, well I didn't get any results with that social, um, you said his first name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Could you spell his last name for me?
[CUSTOMER][NEUTRAL] Sure. Just starting with uh [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] [PII]. Yeah.
[AGENT][NEUTRAL] Got you. Alright, one moment, let me see if I can find him just using his name.
[CUSTOMER][POSITIVE] Sure, take your time.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, the first name that was [PII], correct?
[CUSTOMER][NEUTRAL] Yes, yes, it is.
[AGENT][NEUTRAL] OK, I don't have anyone with that name in our system, [PII].
[CUSTOMER][NEUTRAL] OK. Do you have another phone number by any chance of claims department?
[AGENT][NEUTRAL] Um, I don't. This is American Public Life, so I'm not quite sure, uh, who that might be through.
[CUSTOMER][NEGATIVE] OK. So, uh, basically, I have uh called uh another number, uh, previously. It is [PII] and it is not connecting. Uh, it has been, uh, hold on for 15 minutes. Then I have searched this number on Google.
[AGENT][NEGATIVE] This is American Public Life um and this member does not have coverage with us they're not in our system.
[CUSTOMER][NEUTRAL] Yes,
[CUSTOMER][NEUTRAL] OK. Not a problem, [PII]. Do you have any uh reference number for me?
[AGENT][NEUTRAL] It would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] last initial is [PII] Was there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Thank you so much. That's it for today. Thank you so much for your assistance.
[AGENT][POSITIVE] OK, yeah, thanks for calling APL. You have a great rest of your day. Bye bye.
[CUSTOMER][NEUTRAL] You, you too. Bye-bye.