AccountId: 011433970860
ContactId: 77324b29-1049-49e3-9ddf-dfa83eaa8cc0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 414829 ms
Total Talk Time (AGENT): 106042 ms
Total Talk Time (CUSTOMER): 160508 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/77324b29-1049-49e3-9ddf-dfa83eaa8cc0_20250225T17:01_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yeah, good morning. This is [PII].
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] May I help you? May I help you?
[CUSTOMER][NEUTRAL] Yeah, I'm looking for a claim status.
[AGENT][NEUTRAL] OK, and how do you spell your name?
[CUSTOMER][NEUTRAL] Yeah, it's [PII], [PII]. May I know your spelling of name?
[AGENT][NEUTRAL] [PII] Do you have a phone number I can get in case we get disconnected? I can call you back.
[CUSTOMER][NEUTRAL] Yeah, it's [PII] direct line.
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's 02433284.
[AGENT][NEUTRAL] And the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII]. Date of service is [PII].
[AGENT][POSITIVE] Thank you. Hold on one moment, please. I'll look that up for you.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] That was 13 of 25.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] There's no claim on file for that data service.
[CUSTOMER][NEUTRAL] It's [PII]. There is nothing?
[AGENT][NEUTRAL] Nothing.
[CUSTOMER][NEUTRAL] Um, but here, uh,
[CUSTOMER][NEUTRAL] There is one claim for the line item E0601.
[AGENT][NEUTRAL] OK. What's the claim number?
[CUSTOMER][NEUTRAL] Uh, let me check if I have.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Actually, I don't have the claim number. Let me check once. Please wait a moment.
[CUSTOMER][NEUTRAL] Yeah. The claim number is
[CUSTOMER][NEUTRAL] EV 837-437-47.
[AGENT][NEUTRAL] That's not one of our claim numbers. Does it say American Public Life or APL?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Actually, I have only this right now.
[CUSTOMER][NEUTRAL] And the total charge bill amount is $48.
[AGENT][NEUTRAL] OK, there's no claim on file in our system for this person that is not our claim number.
[CUSTOMER][NEUTRAL] Wait a second, please. I have to confirm once.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah. Is this member is active with this policy number?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] May I get your uh mailing address or fax where I can send you the uh this claim?
[AGENT][NEUTRAL] He fax number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Our address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Is this fax number is [PII]?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. And the mailing address is [PII] and the city is missing. Uh and uh [PII] ZIP code. Can you confirm it?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Can you spell it for me?
[AGENT][NEUTRAL] OK [PII]
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] In [PII] is OK.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you, ma'am.
[CUSTOMER][NEUTRAL] [PII] and the uh the PIN code is [PII], right?
[AGENT][NEUTRAL] Or anything.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK. Uh, can I get call reference number, please?
[AGENT][NEUTRAL] We do not have call reference numbers. You can use my name in today's date.
[CUSTOMER][NEUTRAL] Uh, is this [PII]?
[CUSTOMER][NEUTRAL] Date of birth is
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK. Thank you, [PII], for now.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day as well. Bye-bye.
[CUSTOMER][POSITIVE] Have a great day.