AccountId: 011433970860
ContactId: 7b4f8498-d3d2-478d-a246-f9118400b420
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 652080 ms
Total Talk Time (AGENT): 114672 ms
Total Talk Time (CUSTOMER): 152471 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/7b4f8498-d3d2-478d-a246-f9118400b420_20250521T13:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hi, my name is [PII] from provider's office, and I want to check the claim status.
[AGENT][NEUTRAL] I can help you with claim status. What's a good phone number in case we get disconnected?
[CUSTOMER][NEUTRAL] OK. It's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII]. And it's a direct line.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, and what's the policy number?
[CUSTOMER][NEUTRAL] It's 06021942.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] I have 06021942.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I'm not showing
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] You said, let me see, let me, let me check one more time.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] 0602.
[AGENT][NEUTRAL] 1942, correct?
[CUSTOMER][NEUTRAL] How's your plan?
[CUSTOMER][NEUTRAL] Yeah. Yes.
[CUSTOMER][NEUTRAL] OK, can you try with the name and date of birth?
[AGENT][NEUTRAL] Yeah, I'm not showing that as being one of our policies.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, can we try with the, uh, name and date of birth?
[AGENT][NEUTRAL] Um, I can't look it up by date of birth. What's the last name?
[CUSTOMER][NEUTRAL] The last name is [PII].
[AGENT][NEUTRAL] Can you spell that for me?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, sure. It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Woman [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just a moment, and what's the first name?
[CUSTOMER][NEUTRAL] The first name is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And now it's [PII]
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] It looks like they have several policies with us. Do you know?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] What type of insurance it's for?
[CUSTOMER][NEUTRAL] Uh, Medicare supplemental plan.
[AGENT][NEUTRAL] For dental?
[CUSTOMER][NEUTRAL] No, for medical.
[AGENT][NEUTRAL] Oh, medical?
[CUSTOMER][NEUTRAL] Anyway.
[CUSTOMER][NEUTRAL] I think
[AGENT][NEUTRAL] Sorry, give me just one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Can we get you to verify the date of birth?
[CUSTOMER][NEUTRAL] OK. That's gonna be [PII].
[AGENT][NEUTRAL] OK. One moment, I pulled up the wrong person.
[AGENT][NEUTRAL] You said
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] What's the date?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. It's [PII].
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see if I can pull up the right one.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][POSITIVE] OK, no problem. Take your time. I'm with you.
[AGENT][NEUTRAL] You said [PII]
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Do you happen to have their social and I could try looking it up that way?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, let me check if we have the social.
[AGENT][NEUTRAL] Because there's so many of them.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I do. Yes, I do have the social.
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what's the social?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, let's try it that way.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] That didn't pull her up either. Is this with APL?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, yeah, because Medicare cross over the claim to the APL and uh for the month of [PII], uh, for the year of [PII], I have received the payment from the APL.
[CUSTOMER][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] Because I'm just not pulling anyone up by that social.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the ones with that name.
[CUSTOMER][NEUTRAL] OK, uh, can you
[CUSTOMER][NEUTRAL] OK, can you confirm the uh social again?
[AGENT][NEUTRAL] Our name is American Public Life APL.
[CUSTOMER][NEUTRAL] No, no. The social number uh you got.
[AGENT][NEUTRAL] OK. What do you have?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I have [PII], correct?
[CUSTOMER][NEUTRAL] So what the um.
[CUSTOMER][NEUTRAL] Yes, right. Yeah, right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] How we are going to know is this.
[AGENT][NEUTRAL] I'm not seeing anyone with that social.
[CUSTOMER][POSITIVE] OK, no problem. Thank you. Have a wonderful day ahead.
[AGENT][POSITIVE] OK, I'm sorry I couldn't help you. I hope you have a great day.
[CUSTOMER][POSITIVE] No problem. Thank you. Bye-bye.
[AGENT][NEUTRAL] OK, bye.