AccountId: 011433970860
ContactId: 8f2f5d93-9692-43b3-9d53-0c40103d7454
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125500 ms
Total Talk Time (AGENT): 34420 ms
Total Talk Time (CUSTOMER): 61691 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/8f2f5d93-9692-43b3-9d53-0c40103d7454_20250623T14:13_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling ATL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. It's [PII] and last name initial is [PII]. And the reason for my call is I have uh uh a, a patient's claim, and I just need the status for that.
[AGENT][NEUTRAL] OK, I can verify claim status for you, [PII]. And what is the policy number, please?
[CUSTOMER][NEUTRAL] The policy number for the patient is going to be 380700072.
[AGENT][NEUTRAL] Uh, it's not one of our policy numbers. Do you have the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Yes, I do have. It's [PII]. The first name is going to be [PII] and the last name is going to be [PII]
[CUSTOMER][NEUTRAL] NAS
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] I do not show that patient in our system. And you don't have a card of there showing American Public Life or APL?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Uh, it's showing American Republic, um.
[CUSTOMER][NEUTRAL] Insurance.
[AGENT][NEUTRAL] Yeah, that's not our company. This is American Public Life.
[CUSTOMER][NEUTRAL] OK, uh, could you please provide me the phone number for them?
[AGENT][NEUTRAL] I wouldn't have their phone number, no, you would have to contact the patient.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, all right. All right, thank you so much for your time. Uh, I'm sorry for the inconvenience. I was just trying to call American Republic Insurance.
[AGENT][POSITIVE] You're fine. Uh, thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.