AccountId: 011433970860
ContactId: 8696a589-06fb-42c8-98a5-f13a95b675e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151539 ms
Total Talk Time (AGENT): 60722 ms
Total Talk Time (CUSTOMER): 52079 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/8696a589-06fb-42c8-98a5-f13a95b675e4_20250205T17:07_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm [PII]. I'm calling from the provider's office to check the claim status.
[AGENT][NEUTRAL] I can verify claim status. May I have the policy number?
[CUSTOMER][NEUTRAL] You.
[CUSTOMER][NEUTRAL] Uh, D as in Delta, 453-02389.
[AGENT][NEUTRAL] That is not our policy number. Do you have the social security number?
[CUSTOMER][NEUTRAL] Yeah, Social Security is [PII].
[AGENT][NEUTRAL] May I have the first and last name and the date of birth?
[CUSTOMER][NEUTRAL] Her date of birth is [PII] and the name is [PII].
[AGENT][POSITIVE] Thank you. And can I have a good callback number for you, [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII] is the callback number.
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] And is this for medical or dental?
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] I'm not showing a medical policy, only a dental policy.
[CUSTOMER][NEUTRAL] Yeah, it's a medical policy. It's not a dental policy.
[AGENT][NEUTRAL] Yes, do you by chance have the group number?
[CUSTOMER][NEUTRAL] Uh, group number, I don't have the group number. Group number is 9453.
[AGENT][NEUTRAL] 9453.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEGATIVE] OK, that's not coming up as a valid group number.
[AGENT][NEUTRAL] I do show a dental policy, but not a medical policy in our system.
[CUSTOMER][NEUTRAL] OK. So,
[CUSTOMER][POSITIVE] Thank you so much. Uh.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] [PII], you can try calling [PII].
[CUSTOMER][NEUTRAL] And uh
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Sorry, can you repeat me once?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]. They are the administrator to the plan. It may be in their system. It just has not pulled over to our system yet.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][POSITIVE] You're so welcome and thank you for.