AccountId: 011433970860
ContactId: 75b0794f-edec-4b6c-9fef-1a1d5a0cf229
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134839 ms
Total Talk Time (AGENT): 53611 ms
Total Talk Time (CUSTOMER): 74196 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/75b0794f-edec-4b6c-9fef-1a1d5a0cf229_20250512T16:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII] and I'm calling from Brookwood Baptist Medical Center, and I was calling for claim status.
[AGENT][NEUTRAL] OK [PII], I can help you with claim status. um, can I please get your callback number, ma'am just in case the call is disconnected.
[CUSTOMER][NEUTRAL] Uh, sure, my direct line is [PII].
[CUSTOMER][NEUTRAL] Uh, oh gosh, [PII]. I forgot it just that quick.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you, Miss [PII], and then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh, [PII] and uh date of birth is [PII].
[CUSTOMER][NEUTRAL] Um, his ID number it has letters in front of it, so I hope this is correct, uh, it's A as in alpha.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] A A as in Alpha. F as in Frank, L as in Lima. M as in Mary, A as in apple, D as in David, 17788354.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That is not one of our policy numbers.
[AGENT][NEUTRAL] Do you see another number that might start with a 01 or 02 or maybe even say um inpatient or outpatient policy cert number?
[CUSTOMER][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] Nope, um, I'm looking at his card and of course they didn't scan, they didn't scan the back of the card, so I pretty much googled, um, what I thought would be the appropriate number, um, but it has American Financial Security Life Insurance, and then in the other corner it says First Health Network, so I'm guessing I didn't call the right area then.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Right, that's correct. We're American Public Life.
[CUSTOMER][POSITIVE] OK, alrighty, sorry to bother you. I'll go back to the drawing board. Thank you.
[AGENT][NEUTRAL] OK. Oh, no, that's OK.
[AGENT][POSITIVE] You're welcome, Miss [PII]. All right. You take care.
[CUSTOMER][POSITIVE] Alrighty, thanks.
[CUSTOMER][NEUTRAL] All right bye bye.