AccountId: 011433970860
ContactId: 7ef59d6a-1f0f-4d49-af70-76ec6b44cfc9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 288940 ms
Total Talk Time (AGENT): 80828 ms
Total Talk Time (CUSTOMER): 135074 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/7ef59d6a-1f0f-4d49-af70-76ec6b44cfc9_20250128T14:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Can you hear me? This is [PII] calling from Bra's office, uh, to check on the claim status.
[AGENT][NEUTRAL] [PII], what is your callback number, please?
[CUSTOMER][NEUTRAL] It's going to be [PII], it's going to be [PII] and it's a direct line?
[AGENT][NEUTRAL] OK. Thank you, [PII] for that information. What is the policy number, please?
[CUSTOMER][NEUTRAL] Yeah, your policy number is going to be 770012.
[CUSTOMER][NEUTRAL] 1897. I just want to clarify one thing that the claim was uh uh primary as processed by Medicare and left the balance which was 9.29 has a co-insurance to the uh American Public Life Insurance. Just wanna check the status for that. And actually it is showing that in my system the claim was in d. Yes, yes, go ahead.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], I'm so sorry. Before we can go, thank you. So before we can go any further, I would need you to verify the member's name and date of birth, and then we can start with the details of your call, OK? So with that being said, that is not one of our policy numbers that you provided me. You have another number to represent as a policy number or member ID number?
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, I already provided the member ID number which was, uh,
[CUSTOMER][NEUTRAL] Policy number which was 7700121897.
[AGENT][NEUTRAL] OK, that is not a policy number for APL.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, sure, just a moment. Let me check.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] have
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So they
[CUSTOMER][NEUTRAL] So I a keyboard with a Windows button or Windows button.
[CUSTOMER][NEUTRAL] Uh, OK, sure. Can you just check with that? It's, uh, I guess.
[CUSTOMER][NEUTRAL] OK, just a moment let me check it.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] in my system, the policy number which has provided you is the same showing in my system.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and that is not our policy number with APL. Again, I can check the numbers with the name last name first.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, sure, the 4 members last name is going to be uh
[CUSTOMER][NEUTRAL] Just a moment. Uh, it's the last name is [PII] and the first name is going to be [PII]
[AGENT][POSITIVE] I'm so sorry.
[AGENT][NEUTRAL] OK, can you spell the first, the last name for me please?
[CUSTOMER][NEUTRAL] It's [PII], and the first name is going to be [PII].
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] And to narrow the search down for me, [PII], would you happen to know the state that the member resides in?
[CUSTOMER][NEUTRAL] just
[CUSTOMER][NEUTRAL] Sorry?
[CUSTOMER][NEUTRAL] you
[AGENT][NEUTRAL] Would you happen to know the state that the member resides in?
[CUSTOMER][NEUTRAL] Uh, the state was [PII].
[AGENT][NEUTRAL] OK, one moment, I'm still searching.
[CUSTOMER][NEUTRAL] They think that
[CUSTOMER][NEUTRAL] A little bit
[AGENT][NEUTRAL] I do not show that member in our system, [PII].
[CUSTOMER][NEUTRAL] So it's not in your policy?
[AGENT][NEUTRAL] I do not show the member in our system.
[CUSTOMER][NEUTRAL] So you, uh, I think so the member is not enrolled in your policy.
[CUSTOMER][NEUTRAL] Very
[AGENT][NEUTRAL] Correct, I cannot find the number in our system with the information provided.
[CUSTOMER][POSITIVE] Sure, no problem.
[CUSTOMER][NEUTRAL] Uh, what's the call reference number for today's call?
[AGENT][NEUTRAL] We do not use call reference numbers. You can use my name [PII], last initials [PII], and today's date.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] OK, [PII]. Thanks for assisting information. I have had a wonderful day. Take care. Bye for now.
[AGENT][POSITIVE] You too. Take care. Bye bye.