AccountId: 011433970860
ContactId: 86319848-5001-4d54-b511-69684e55a46c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225509 ms
Total Talk Time (AGENT): 70653 ms
Total Talk Time (CUSTOMER): 92757 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/86319848-5001-4d54-b511-69684e55a46c_20250210T21:43_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII], and I'm calling for a provider to check on additional information about a claim that has been denied. Please note this call will be monitored and recorded for quality and training purposes.
[AGENT][NEUTRAL] OK, [PII], so you're needing additional information on the reason for a denied claim, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, I can help you. And what is your callback number, [PII]?
[CUSTOMER][NEUTRAL] Yes, the callback number is [PII]. It's the direct line.
[AGENT][POSITIVE] Thank you. And the policy number, please?
[CUSTOMER][NEUTRAL] Yes. And before that, may I know your name? Can you spell your name, please?
[AGENT][NEUTRAL] Again, my name is [PII]. It is spelled [PII]
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] The member ID is A as in Alpha, B as in Bravo, L as in Lima 6205016.
[AGENT][NEUTRAL] OK, now, thank you, [PII], but that is not a policy number for my company. I'm with American Public Life Insurance. What company were you trying to reach?
[CUSTOMER][NEUTRAL] Yeah, which I have tried is American Public Life Insurance Company.
[AGENT][NEUTRAL] OK, but that number you gave me is not a policy number for our members.
[CUSTOMER][NEUTRAL] OK. Please give me a minute.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So which I have provided the member ID is incorrect, right?
[AGENT][NEUTRAL] That is right. It is incorrect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you verify with the other one is 8 M as in Mike 00 A as in Alpha, Y as in Yankee 0N as in
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] November. K as in Kilo 37.
[AGENT][NEUTRAL] No, ma'am, that's not our company's policy number either.
[CUSTOMER][POSITIVE] OK. Thank you so much for that information.
[AGENT][NEUTRAL] You're welcome. Do you have a copy of the member's ID card?
[CUSTOMER][NEUTRAL] OK, please give me a minute.
[CUSTOMER][NEUTRAL] Oh it's uh, yeah, that is the one which I have policy number A as in Alpha, B as in Bravo L as in Lima 6205016.
[AGENT][NEUTRAL] OK, yes ma'am. And what does it say on the ID card? What company name is on the ID card?
[CUSTOMER][NEUTRAL] Yeah, in I
[CUSTOMER][POSITIVE] It's American benefit.
[CUSTOMER][NEUTRAL] Life Insurance Company.
[AGENT][NEUTRAL] OK. So you have called the wrong company.
[AGENT][NEUTRAL] Uh, that is not the name of my company.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Do you have the phone number?
[AGENT][NEUTRAL] We
[AGENT][NEUTRAL] No, ma'am, I do not.
[AGENT][NEUTRAL] It should be on the member's ID card.
[CUSTOMER][POSITIVE] OK. Thank you. Thank you so much for that information. Have a wonderful day.
[AGENT][NEUTRAL] Hi.
[AGENT][POSITIVE] Yes ma'am, you too, and if that's all then that I can help you with, [PII], thank you again for calling APL and I hope you have a nice evening.