AccountId: 011433970860
ContactId: a834f545-d7f5-4012-b537-80a0a970a3ee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 329959 ms
Total Talk Time (AGENT): 101118 ms
Total Talk Time (CUSTOMER): 87213 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/a834f545-d7f5-4012-b537-80a0a970a3ee_20250324T19:01_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 [PII], this is [PII] I'm calling from provider's office regarding claim status.
[AGENT][NEUTRAL] OK, [PII], you're needing is that correct?
[CUSTOMER][NEUTRAL] Beg your pardon?
[AGENT][NEUTRAL] Are you needing to check claim status, is that correct?
[CUSTOMER][POSITIVE] That is right.
[AGENT][POSITIVE] Yes, I can help you. And what is your callback number?
[CUSTOMER][NEUTRAL] It's [PII]. It's a direct line.
[AGENT][NEUTRAL] Thank you. And how many claims, [PII], do you have to check?
[CUSTOMER][NEUTRAL] Um, regarding this one.
[AGENT][NEUTRAL] Status on.
[CUSTOMER][NEUTRAL] I have only one.
[AGENT][NEUTRAL] You have one patient. Is that correct? One claim?
[CUSTOMER][POSITIVE] That is correct. That is right.
[AGENT][NEUTRAL] OK. What is the member's policy number, please?
[CUSTOMER][NEUTRAL] The member's policy number.
[CUSTOMER][NEUTRAL] It's 135301.
[CUSTOMER][NEUTRAL] 8037.
[AGENT][NEUTRAL] OK, now that is not a policy number for American Public Life Insurance. What company were you trying to reach, [PII]?
[CUSTOMER][NEUTRAL] Uh, is stated as American public life insurance only.
[AGENT][NEUTRAL] Only?
[CUSTOMER][NEUTRAL] Mhm, uh, American public life insurance.
[CUSTOMER][NEUTRAL] That is what we have in the system.
[AGENT][NEUTRAL] That's the company that I'm, well.
[AGENT][NEUTRAL] That's the company that I'm with, but this number you gave me.
[AGENT][NEUTRAL] It is not a policy number for a member of our company.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Could you try with the number's name?
[CUSTOMER][NEUTRAL] We just
[CUSTOMER][NEUTRAL] Is that OK?
[AGENT][NEUTRAL] What is the last name?
[CUSTOMER][NEUTRAL] The last name is [PII].
[CUSTOMER][NEUTRAL] It's [PII] like [PII], then it's [PII], [PII]
[AGENT][NEUTRAL] First name?
[CUSTOMER][NEUTRAL] First name is [PII]
[AGENT][NEUTRAL] Well, OK, so give me a few minutes to see if it'll locate anything, anyone in our system by this name. First, I can't search by date of birth.
[CUSTOMER][NEUTRAL] OK. The date of birth is [PII].
[AGENT][NEUTRAL] No, sir. I can't, no. Yes, sir, just, just hold off on that for the moment, [PII] because I cannot.
[AGENT][NEUTRAL] Search by with the date of birth.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What's, um, I don't have a member.
[AGENT][NEUTRAL] By that name in our system here at American Public Life Insurance.
[CUSTOMER][NEUTRAL] OK. Uh, I just found some information. Uh, uh, the policy number, it could be 014-135-301.
[CUSTOMER][NEUTRAL] 8037.
[CUSTOMER][NEUTRAL] Could you check with this one?
[AGENT][NEUTRAL] No, sir. That's not.
[AGENT][NEUTRAL] Yes, or not. Yes, sir. That's the exact same number as before, but it is not, that is not our company's policy number and we do not.
[AGENT][NEUTRAL] Have anyone in our system by that name.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] May I get the call reference number please?
[AGENT][NEUTRAL] You would use my name that I gave you along with today.
[CUSTOMER][NEUTRAL] OK. And today's date, is that right?
[AGENT][NEUTRAL] Uh yes, sir.
[AGENT][NEUTRAL] And is there anything else, [PII]? Oh, you're welcome. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Appreciate your time and patience.
[CUSTOMER][NEUTRAL] Nothing else.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] No, you have a great day bye bye.
[AGENT][POSITIVE] Uh, I hope you have a great day as well, and thank you again for calling APL.