AccountId: 011433970860
ContactId: 6f5cc6b9-b7a8-4b31-8a0f-c9ce4856d2a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165389 ms
Total Talk Time (AGENT): 51549 ms
Total Talk Time (CUSTOMER): 70332 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/6f5cc6b9-b7a8-4b31-8a0f-c9ce4856d2a1_20250501T21:49_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling from the provider's office, checking on a claim. Can you help me with that, please?
[AGENT][POSITIVE] Yes, I can check out a claim for you. [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][POSITIVE] Yeah, I do have it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I do have a Medicare policy number. Do you need that?
[AGENT][NEUTRAL] Um, what was that? I'm sorry?
[CUSTOMER][NEUTRAL] 6 N as in Nancy, 81 Q as in Queen. C as in Charlie 7 G as in goat, V as in Victor, 23.
[AGENT][NEUTRAL] OK, that is not one of our policy numbers, [PII]. um, if you don't have one of our policy numbers I can start using their social if you have that.
[CUSTOMER][NEUTRAL] Let me see if I have the social number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, I don't have the social as well.
[AGENT][NEUTRAL] OK, the only other way I can search um if you wouldn't mind spelling out the member's first and last name for me.
[CUSTOMER][NEUTRAL] Yeah. First name is [PII], OK. Let me start. [PII].
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] And the last name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you one moment please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, I do not have anyone with that name in our system, [PII].
[CUSTOMER][NEUTRAL] Are you from Loyal American Life Insurance?
[AGENT][NEUTRAL] No, this is American Public Life.
[CUSTOMER][NEUTRAL] Do you know the phone number for Loyal American Life Insurance?
[AGENT][NEUTRAL] I do not. I'm sorry we're not affiliated with them.
[CUSTOMER][NEUTRAL] Would you mind spelling me your name for document purpose, please?
[AGENT][NEUTRAL] Sure, it's [PII]
[CUSTOMER][NEUTRAL] Call reference number?
[AGENT][NEUTRAL] That would be my first name, last initial, and today's date, uh, so my last initial is [PII]
[CUSTOMER][POSITIVE] Thank you so much. Have a great day.
[AGENT][POSITIVE] Of course thank you you too bye bye.