AccountId: 011433970860
ContactId: 96f49615-3609-4e16-9910-60da5378a8dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241559 ms
Total Talk Time (AGENT): 64734 ms
Total Talk Time (CUSTOMER): 111322 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/96f49615-3609-4e16-9910-60da5378a8dd_20250501T16:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII] calling you from provider's office, and this is regarding a claim status.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. May I please get your callback number just in case our call is dropped.
[CUSTOMER][NEUTRAL] Uh-huh, sure. That is [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Um, yes, my name is [PII] and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the policy number is the letter A as in Alpha, F as in Frank, L as in Lima, M as in Mike F as in Frank, E as in Echo 1683808343.
[AGENT][NEUTRAL] OK, do you see a different policy number? That is not one of our policy numbers.
[AGENT][NEUTRAL] Do you see one that starts with a 01 or 02?
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Or patient or patient certification number?
[CUSTOMER][NEUTRAL] Uh, give me just a moment. Let me pull up the documents.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Uh uh-huh, thank you.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] No, actually, I am not showing any policy which starts with a 0, right?
[AGENT][NEUTRAL] OK. What about um
[AGENT][NEUTRAL] Do you see a group number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, yes. Group number is A alpha, Frank, L Lima, 100.
[AGENT][NEUTRAL] OK, that is not one of our group numbers.
[AGENT][NEUTRAL] This is American Public Life.
[CUSTOMER][NEUTRAL] OK. American Public Law.
[CUSTOMER][POSITIVE] OK, thank you very much for your assistance and can I have your name please for my documentation?
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes, my name is [PII]
[AGENT][NEUTRAL] And you can use my name and today's date.
[CUSTOMER][POSITIVE] OK [PII], thank you very much and this is American?
[CUSTOMER][NEUTRAL] Uh, what kind of policy it is?
[AGENT][NEUTRAL] American Public Life.
[CUSTOMER][NEUTRAL] Public Life, American.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Public life.
[CUSTOMER][NEUTRAL] OK, because I'm showing this here uh American Financial.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEGATIVE] It's not that clear.
[CUSTOMER][NEUTRAL] Uh, financial and casual life insurance and co. OK.
[AGENT][NEUTRAL] That's not our company.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, got it. Thank you so much and have a wonderful day.
[AGENT][POSITIVE] You're welcome. You too, Ms. [PII]. Thank you for calling ATL.
[CUSTOMER][POSITIVE] Thank you. Bye now.
[AGENT][NEUTRAL] Mm, not bad, ma'am.