AccountId: 011433970860
ContactId: a14dea86-6db6-48cf-a891-a635de915d97
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 244399 ms
Total Talk Time (AGENT): 49576 ms
Total Talk Time (CUSTOMER): 98499 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/a14dea86-6db6-48cf-a891-a635de915d97_20250624T18:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, this is [PII]. I'm calling from products office to check the claim status. How are you doing today?
[AGENT][POSITIVE] I'm good. How are you, [PII]?
[CUSTOMER][POSITIVE] I'm great thank you for asking.
[AGENT][NEUTRAL] Um, yes, sir. I can assist you with claim status. First, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 80 Y. 0326945.
[AGENT][NEUTRAL] OK, that's not one of our policy numbers. Um, do you have the member's social?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, I don't have social security number. Could you please try with the patient name, date of birth?
[AGENT][NEUTRAL] Yes, what's the last name, please?
[CUSTOMER][NEUTRAL] Uh [PII] First name is [PII].
[AGENT][NEUTRAL] And spell the last name one more time.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. No one's coming up under that name either.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh, one moment.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK. Try this number ID 11 [PII] 8 M as in Mike M as in Mike 2.
[CUSTOMER][NEUTRAL] R as in Romeo, M.
[CUSTOMER][NEUTRAL] 47
[AGENT][NEUTRAL] OK, that's not one of our member IDs either, or policy numbers.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] This is American Public Life. Are you sure you have the correct insurance company?
[CUSTOMER][NEUTRAL] Yes, uh, it was crossed over by Medicare. Actually, I have a Medicare UV and it states that crossover to American Life Insurance Company.
[AGENT][NEUTRAL] Yeah, we're American public life, so.
[CUSTOMER][NEUTRAL] Yes, American Life Insurance.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Well, I apologize.
[CUSTOMER][NEUTRAL] Uh, American Life is different. I'm sorry. Uh, just give me one moment. It's a loyal American Life Insurance, Loyal American Life Insurance.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] No, that's not us, not royal. No, sir.
[CUSTOMER][NEUTRAL] Uh, if you have any contact number for this one.
[AGENT][NEUTRAL] No, I wouldn't have that information.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Mhm um.
[CUSTOMER][POSITIVE] Uh, OK, thank you. Have a great day. Bye-bye.
[AGENT][POSITIVE] Thank you for calling APL. You have a great day as well. Mm.