AccountId: 011433970860
ContactId: a5babb00-0263-4a42-bb32-424ab978447e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116889 ms
Total Talk Time (AGENT): 59674 ms
Total Talk Time (CUSTOMER): 67366 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/a5babb00-0263-4a42-bb32-424ab978447e_20250401T20:15_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I work at a chiropractic office and I was working on some outstanding claims and my patient had uh APWU insurance so I was on the website and this was the phone number it gave me to call on those.
[AGENT][NEUTRAL] For APWU? I don't know what that is.
[CUSTOMER][NEUTRAL] Yes, it's a
[CUSTOMER][NEUTRAL] It's like a it's like a third party office signa but yeah this is the number that's on the Internet, so this is the wrong number?
[AGENT][NEUTRAL] Never heard of that.
[AGENT][NEUTRAL] Well, now I'm with American Public Life and our number is [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, that's why this must be an old phone number. OK, well I will try some other ones.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Well, OK, yes, ma'am, because I'm not familiar with APWU, you said, was that correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Yeah, APWU, um, on her insurance card it looks like a like a it says provider signa provider network, uh, but whenever I tried to build itigna they said nope you gotta bill it through APWU so and then I haven't heard back and this was the number it gave me I think they've got it all kinds of mixed up.
[AGENT][NEUTRAL] Oh, yes ma'am.
[AGENT][NEUTRAL] Oh, yeah, that's all kind of confused because I've, yeah, yeah, I'm with APL or American Public Life is what our company is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I thought so because on it I was like, oh I don't think this is correct. That's why I figured I'd go ahead and start off with that.
[AGENT][POSITIVE] No worries, no worries. Well, and who am I, who am I speaking with? I'm so sorry, I didn't get your name.
[CUSTOMER][NEUTRAL] Oh, that's OK. My name is [PII].
[AGENT][NEUTRAL] OK, [PII], well, is there anything else that I could help you with this afternoon?
[CUSTOMER][NEUTRAL] No, that is it.
[AGENT][POSITIVE] OK, well then, thank you for calling APL and I hope you have a very nice rest of your day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Yes, ma'am. Thank you as well.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.