AccountId: 011433970860
ContactId: 7e9c3855-2424-4f69-9d3c-05c19965abd6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 255259 ms
Total Talk Time (AGENT): 63426 ms
Total Talk Time (CUSTOMER): 118436 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/7e9c3855-2424-4f69-9d3c-05c19965abd6_20250602T19:16_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. How are you doing today?
[AGENT][POSITIVE] I'm doing good. How about you?
[CUSTOMER][POSITIVE] I'm doing great. Thank you so much for asking. I'm calling from the doctor's office looking for a claim status. Can you please help me out?
[AGENT][NEUTRAL] May I please have a callback number and then the policy number?
[CUSTOMER][NEUTRAL] Sure. My car back number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the policy number is?
[CUSTOMER][NEUTRAL] 5 consecutive zeros.
[CUSTOMER][NEUTRAL] 827.
[CUSTOMER][NEUTRAL] 5062.
[AGENT][NEUTRAL] And is that from the card, the image of the card?
[CUSTOMER][NEUTRAL] Uh, so you mean to say the ID number?
[AGENT][NEUTRAL] Yes, is that the number that you got from the card?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh yeah, if it is not correct, I can give you the patient's name and the date of birth.
[AGENT][NEUTRAL] OK, because that policy number is not ours, and, and if that's the number that is listed on the card, are you trying to contact American Public Life or is that another.
[CUSTOMER][NEUTRAL] No, American Public Life.
[AGENT][NEUTRAL] Policy
[AGENT][NEUTRAL] OK, may I have the member's first and last name, please?
[CUSTOMER][NEUTRAL] Yes, the first name is [PII].
[CUSTOMER][NEUTRAL] And the last name is [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You're welcome. And how do you spell out your name for me?
[AGENT][NEUTRAL] It is spelled [PII] with the last initial of [PII] and today's date as the call reference.
[CUSTOMER][POSITIVE] Thank you so much for that.
[AGENT][NEUTRAL] You're welcome. And the member name is [PII]. That member is not listed in our system.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Actually,
[CUSTOMER][NEUTRAL] Medicare has crossed the claim to American public enterprise.
[AGENT][NEUTRAL] This is American public life.
[CUSTOMER][NEUTRAL] I mean American public.
[CUSTOMER][NEUTRAL] Uh yes, that is what uh the EOB of Medicare states. The uh claim has been crossed over to the American public.
[AGENT][NEUTRAL] That is not one of our members.
[CUSTOMER][NEUTRAL] Ah, on [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] So is there any other contact number for this American public life?
[AGENT][NEUTRAL] This is American Public Life, but they're not our member.
[CUSTOMER][NEUTRAL] 00, you know.
[CUSTOMER][NEUTRAL] Let me see for how any.
[CUSTOMER][NEUTRAL] Patient, I mean, um, the card copy or something like that received from the patient.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] We do not have that. So you mean you said you are not able to find the patients, right?
[AGENT][NEUTRAL] Correct, that is not one of our members.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] No worries. Thank you so much for that information and have a great day ahead.
[AGENT][POSITIVE] You're welcome and thank you so much for calling American Public Life, [PII]. Have a great day as well.
[CUSTOMER][NEUTRAL] Mhm. Bye-bye for now. Mhm.
[AGENT][NEUTRAL] Bye.