AccountId: 011433970860
ContactId: a3b069c6-1535-47f8-8416-a05d7b3afe00
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 435540 ms
Total Talk Time (AGENT): 108734 ms
Total Talk Time (CUSTOMER): 180472 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/a3b069c6-1535-47f8-8416-a05d7b3afe00_20250612T18:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider office to check on a claims and our status. Could you please help?
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] Sure. It is [PII]. It's a direct line.
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Sure. The policy number is D as in Delta.
[CUSTOMER][NEUTRAL] 43223583. Can you please spell your name for me?
[AGENT][NEUTRAL] It is spelled [PII]
[CUSTOMER][POSITIVE] I'm sorry, I'm sorry.
[AGENT][NEUTRAL] [PII] with the last [PII] [PII] and the.
[CUSTOMER][NEUTRAL] Your voice is breaking. I'm sorry to interrupt you. Could you please repeat that again? [PII]?
[AGENT][NEGATIVE] This would be my last time spelling it. It is [PII]
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Last initial of [PII] and today's date will be used as the call reference.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] You're welcome and then that policy number that you gave me is not our policy number. Our policy number will start with a 01 or 02. Do you have that image of the card?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] No. Can you pull up the member with the member's name and date of birth?
[AGENT][NEUTRAL] May I have the first and last name please?
[CUSTOMER][NEUTRAL] Sure. The first name is [PII], and last name is [PII], and the date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Not.
[CUSTOMER][NEUTRAL] What.
[AGENT][NEUTRAL] And that date of date of birth is [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, number.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] I'm trying to locate this member by the name.
[CUSTOMER][POSITIVE] Sure. Take your time.
[CUSTOMER][NEUTRAL] Let me get, let me give you.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I mean.
[AGENT][NEUTRAL] OK. I'm not able to pull that number up with that date of birth.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Let me check something else.
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] After
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, right.
[AGENT][NEUTRAL] OK, I'm not finding that member in our system we do have several members by that name.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, the full name is [PII].
[CUSTOMER][NEUTRAL] No no.
[CUSTOMER][NEUTRAL] I do have a claim number on my end.
[AGENT][NEUTRAL] May I have that claim number please?
[CUSTOMER][NEUTRAL] Sure. It is 2025.
[CUSTOMER][NEUTRAL] 05090139.
[AGENT][NEUTRAL] OK, that's not one of our claim numbers.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] OK. Thank you. Um, may I
[AGENT][NEUTRAL] Do you have the member's social?
[CUSTOMER][NEUTRAL] Um, just a moment. Let me check that.
[CUSTOMER][NEUTRAL] Yes. The Social Security number is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I think that
[AGENT][NEUTRAL] OK, so I did pull that member up by that social but that member does not have medical coverage under us.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So, there is no medical coverage on your side, right?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] You may have to contact Benefit in a card. It should be a number listed for them. Let me check to see if that's who.
[AGENT][NEUTRAL] You will contact.
[CUSTOMER][NEUTRAL] Sure, may I have the policy name, your insurance name?
[AGENT][NEUTRAL] This is American Public Life.
[CUSTOMER][NEUTRAL] American Public Life.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Go
[CUSTOMER][NEUTRAL] And member doesn't have medical coverage. May I know which coverage was on?
[CUSTOMER][NEUTRAL] Was subscribed by the member.
[AGENT][NEUTRAL] I can't disclose that information.
[CUSTOMER][POSITIVE] OK, no problem.
[CUSTOMER][NEUTRAL] Member never had a medical coverage, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] May I have your call reference number, please?
[AGENT][NEUTRAL] It said it at the beginning of the call it's my first name, last initial of [PII] and today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much for your assistance today. Have a great day.
[AGENT][POSITIVE] You're so welcome and thank you so much for calling American Public Life. [PII], have a great day as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Bye.