AccountId: 011433970860
ContactId: b5aa313f-bd81-40fc-bc7b-f99beb3b79da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 345670 ms
Total Talk Time (AGENT): 112958 ms
Total Talk Time (CUSTOMER): 112396 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/b5aa313f-bd81-40fc-bc7b-f99beb3b79da_20250619T14:42_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from Huntington Medical Foundation. I'm calling for claim status.
[AGENT][NEUTRAL] OK. Do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] Yes, it is 738-298-346.
[AGENT][NEUTRAL] OK, that's too many numbers for our policy number. Do you have their social security number?
[CUSTOMER][NEUTRAL] Um, yeah.
[CUSTOMER][NEUTRAL] That's how we have it as their subscriber ID um.
[CUSTOMER][NEUTRAL] Is this for um the administrator by health um E?
[AGENT][NEUTRAL] No, ma'am, it's American Public Life.
[CUSTOMER][POSITIVE] OK, got it. OK, I'll go ahead and do research. Thank you.
[AGENT][NEUTRAL] Uh you can give me their name and I can look it up by their name now and see if it's in our system.
[CUSTOMER][NEUTRAL] OK. Um, the last name is spelled um [PII]
[CUSTOMER][NEUTRAL] And then the first name is um [PII]
[AGENT][NEUTRAL] OK, hold on one moment, I'll look for you.
[CUSTOMER][NEUTRAL] OK if you can only because um.
[AGENT][NEUTRAL] OK, and what's her date of birth?
[CUSTOMER][NEUTRAL] Uh, let me bring that up. OK. Date of birth is [PII].
[AGENT][POSITIVE] Thank you, [PII].
[CUSTOMER][NEUTRAL] I don't know if it's this one.
[AGENT][NEUTRAL] Uh, and you are needing claim status?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I can help you with that. Um, what date of service?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on one moment, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I reached out.
[AGENT][NEUTRAL] And that was [PII].
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] And if you haven't been on it.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] So if you email him and ask him to unlock your account.
[AGENT][NEUTRAL] I'm not showing we have that claim.
[AGENT][NEUTRAL] She does have two different policies.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The uh policy that that claim would be filed under?
[AGENT][NEUTRAL] Is 02.
[CUSTOMER][NEUTRAL] How long can you assist me in unlocking.
[AGENT][NEUTRAL] 456 885
[AGENT][NEUTRAL] And the effective date of that policy is [PII].
[CUSTOMER][NEUTRAL] Because this is what you get, right, the, the way that I this best for pops up log in.
[AGENT][NEUTRAL] To [PII] to 24.
[AGENT][NEUTRAL] She has a new policy that is active.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] That policy number is 02519419.
[CUSTOMER][NEGATIVE] And he'll I'm not really he's pretty good at responding real quick.
[AGENT][NEUTRAL] It was effective [PII] and it is still currently active.
[CUSTOMER][NEUTRAL] OK, and can, um you verify the um payer ID to submit this claim?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] 60801.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and then can I get the claim's mailing address as well?
[AGENT][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, OK, thank you so much and can I get your name one last time?
[AGENT][NEUTRAL] [PII] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, just a reference number, please. That's it. Thank you.
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] Got it. OK, thank you so much.
[AGENT][POSITIVE] Thank you, [PII] for calling APO. You have a good day.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][POSITIVE] Thank you. Bye-bye.