AccountId: 011433970860
ContactId: abc9e7c2-a7c8-4e8a-99b3-bf5380d4eb80
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124870 ms
Total Talk Time (AGENT): 33622 ms
Total Talk Time (CUSTOMER): 89079 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/abc9e7c2-a7c8-4e8a-99b3-bf5380d4eb80_20250320T20:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hello, can you hear me?
[CUSTOMER][NEUTRAL] Hi, [PII], my name is [PII] calling for the provider to check on a claim status. Please be informed that this call is being recorded and monitor for quality and training purposes. May I know if I can help you with the patient information and the provider information?
[AGENT][NEUTRAL] I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Can you tell me what your first name is?
[AGENT][NEUTRAL] And what provider are you with?
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] What's the name of the provider that you're with?
[CUSTOMER][NEUTRAL] Um, provider, yes, the provider name is Chatham Orthopedic Associate PM. It's C H A T H A M. Callback number is [PII] and this is direct line, no extension.
[AGENT][NEUTRAL] And what's your callback number?
[AGENT][NEUTRAL] All right. And do you have the policy number of the person that you're calling in regards to?
[CUSTOMER][NEUTRAL] 0.
[CUSTOMER][NEUTRAL] I'm so sorry, but uh I couldn't hear you. Could you please speak [PII]?
[AGENT][NEUTRAL] Yeah, yeah, sorry, my head.
[AGENT][NEUTRAL] Um, what's the policy number of the person that you're calling in regards to?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, the member ID is A as in Alpha.
[CUSTOMER][NEUTRAL] N as in November, G as in Golf, is 1646816.
[AGENT][NEUTRAL] And what insurance company are you calling?
[CUSTOMER][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] So it doesn't sound like one of our policy numbers. Do you, are you trying to contact American Public Life?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah