AccountId: 011433970860
ContactId: b29ed9b0-3d78-45e8-922e-642353980b71
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 324269 ms
Total Talk Time (AGENT): 83513 ms
Total Talk Time (CUSTOMER): 62813 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/b29ed9b0-3d78-45e8-922e-642353980b71_20250602T15:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, hi, ma'am. This is [PII]. I'm calling from the provider's office. I want to know the claim status. Could you please help me?
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with claim status. Um first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] My callback number was [PII]. Each direct line, no extension.
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Yes, uh, it is D for Delta 412035997.
[AGENT][NEUTRAL] OK, that's not one of our policy numbers. Do you have the members social? I can look them up that way.
[CUSTOMER][NEUTRAL] No, I don't have that one.
[AGENT][NEUTRAL] OK, I could try to look them up by name and date of birth. What's the last name?
[CUSTOMER][NEUTRAL] Yes, it is uh [PII].
[AGENT][NEUTRAL] And the first name?
[CUSTOMER][NEUTRAL] [PII], it's [PII], [PII].
[AGENT][NEUTRAL] OK, one moment, please.
[AGENT][NEUTRAL] OK, and I'm still waiting on my system. One moment.
[AGENT][NEUTRAL] OK. And what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, sir. I apologize. I'm not showing a [PII] in our system with an active um
[AGENT][NEUTRAL] Policy.
[CUSTOMER][NEUTRAL] Uh, you can't find this number.
[AGENT][NEUTRAL] Right. No, sir. Not with that name and date of birth under an active policy. It's not coming up in our system. Um, if you have the social or another ID number, is there another ID number on the card? I could look them up that way?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, ma'am. I don't have that one other one.
[CUSTOMER][NEUTRAL] But uh it's a, it's American Public Life Insurance, right?
[AGENT][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] Thank you so much. But this one, we need to correct, uh, provide the correct uh information of this patient, correct?
[AGENT][NEUTRAL] That's correct. I'm not showing him in the system. Um, once you get his policy number or his social, you can give us a call back and we could try to look him up a different way. But with the information you've given me so far, I haven't found him in our system.
[CUSTOMER][POSITIVE] OK. Thank you so much. Please provide the call reference number for this call.
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. My name is [PII]. It's spelled [PII] My last initial is [PII] and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, ma'am. Thank you, ma'am. Thank you very much for giving the information. I have a nice day. Bye for now.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling ATL. bye.