AccountId: 011433970860
ContactId: 8eb540ce-5d49-43f8-81e3-07fcae4a3ea3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 731119 ms
Total Talk Time (AGENT): 111139 ms
Total Talk Time (CUSTOMER): 56894 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/8eb540ce-5d49-43f8-81e3-07fcae4a3ea3_20250523T18:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, hi. My name is [PII] and I'm calling from the provider's office for medical claims status.
[AGENT][NEUTRAL] Calling for status on a claim.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII]. All right, [PII], and do you have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Give me 1 2nd, let me pull this up. Hang on 1 2nd here.
[AGENT][NEUTRAL] Do you have the policy number or the person that you're calling in regards to?
[CUSTOMER][NEUTRAL] Yeah, it's 16995.
[AGENT][NEUTRAL] 16995. OK, just one second.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I didn't pull anybody up. What's the name of the insured?
[CUSTOMER][NEUTRAL] Uh, I have social with me.
[AGENT][NEUTRAL] What was the last name?
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] And you're calling American Public Life.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so you're showing the policy number is 16995. Usually they're longer than that, they're like seven digits.
[CUSTOMER][POSITIVE] Yeah, I have social with me.
[AGENT][NEUTRAL] Do you have the last four of the social?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] [PII] OK give me just one second.
[AGENT][NEUTRAL] OK, spell the first name.
[CUSTOMER][NEUTRAL] Yeah. It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I'm searching, bear with me just one second.
[AGENT][NEUTRAL] Oh, I think I found her, and what type of, uh, OK, wait, I found her. Hang on just one second, let me get this pulled up.
[AGENT][NEUTRAL] And do you have her date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Alright, and what's the date of service that you're calling in regards to?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me get you to our claims department. Bear with me just one second.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] It's gonna hang out before I get him over there.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in Burger Resources. How are you?
[CUSTOMER][POSITIVE] Good how are you?
[AGENT][NEUTRAL] Good, I have a uh provider on the line calling to check status on a claim.
[AGENT][NEUTRAL] Let me know when you're ready.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm ready, you have the policy number.
[AGENT][NEUTRAL] OK, I do. It is 216-9085.
[AGENT][NEUTRAL] Or [PII].
[AGENT][NEUTRAL] Date of birth [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And yeah they call back
[AGENT][NEUTRAL] I do. His name's [PII]. I couldn't understand who he's from, um, what provider he's with, but the data service he's calling on is 1231-2024 on [PII], and his callback number is [PII].
[AGENT][NEUTRAL] And he hung up so never mind.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] He went in. I was on hold for a long time. Sorry. OK, anyways, well, have a, have a good weekend bye.
[CUSTOMER][NEUTRAL] Oh, OK, all right.
[CUSTOMER][POSITIVE] Oh, you're fine. OK, thank you.
[CUSTOMER][NEUTRAL] Yes, bye-bye.