AccountId: 011433970860
ContactId: ae08934a-51bb-4b16-80ec-5dcd62f55eba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198399 ms
Total Talk Time (AGENT): 63773 ms
Total Talk Time (CUSTOMER): 83494 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/ae08934a-51bb-4b16-80ec-5dcd62f55eba_20250520T14:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[AGENT][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Hi, [PII]. This is and I'm calling from provider office and I'm looking for the claim status.
[AGENT][NEUTRAL] OK, I got you on a claim for you. Um, I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII], and I'm sorry, I'm looking for the patient eligibility.
[AGENT][NEUTRAL] Oh, eligibility, OK, yeah, we can check that for you. um, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. It's [PII] [PII].
[AGENT][NEUTRAL] Thank you. And do you have that policy number?
[CUSTOMER][NEUTRAL] Uh, yeah, it's 05074286680.
[AGENT][NEUTRAL] OK, so that's gonna be a bit too long to be one of our policy numbers, [PII], um, do you maybe have their social I could search for them that way.
[CUSTOMER][NEUTRAL] Uh, no. May you please check with patient name and date of birth?
[AGENT][NEUTRAL] Uh, if you wouldn't mind spelling out the first and last name for me please.
[CUSTOMER][NEUTRAL] Yeah, sure. Um, patient first name is [PII].
[CUSTOMER][NEUTRAL] And the last name is [PII].
[CUSTOMER][NEUTRAL] Member date of birth is [PII].
[AGENT][NEUTRAL] OK, and then uh what state does this member live in?
[CUSTOMER][NEUTRAL] 8.
[CUSTOMER][NEUTRAL] Uh, the state is [PII].
[AGENT][NEUTRAL] [PII]. OK, thank you one moment please.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so I am not seeing that number in our system, right?
[CUSTOMER][NEUTRAL] You mean to say that member is not enrolled?
[AGENT][NEUTRAL] Correct, uh, that number is not in our system, so they must not have any of our policies.
[CUSTOMER][NEUTRAL] Are you from American Progressive Life Health Insurance Company?
[AGENT][NEUTRAL] This is American Public Life.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] You mean to say that member is not uh uh active with uh the American Progressive life, right?
[AGENT][NEGATIVE] It's, uh, this is American public life, not progressive.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. Got it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, was there anything else I could help you with that?
[CUSTOMER][NEUTRAL] May you please provide
[CUSTOMER][NEUTRAL] Uh, no, thank you. May you please provide the call reference?
[AGENT][NEUTRAL] It would be my first name, last initial, and today's date. Uh my name is spelled [PII], last [PII] is [PII]
[CUSTOMER][NEUTRAL] May you please spell your name?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Of course, thanks for calling [PII]. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Yeah, same to you.
[AGENT][POSITIVE] Thank you.