AccountId: 011433970860
ContactId: bc3c9e68-1de3-4151-ac86-bb5921702e9a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237779 ms
Total Talk Time (AGENT): 61197 ms
Total Talk Time (CUSTOMER): 115044 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/bc3c9e68-1de3-4151-ac86-bb5921702e9a_20250421T16:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII]. I'm calling from provider's office regarding claim status. I'm so sorry, but can you repeat your name again?
[AGENT][NEUTRAL] OK, I'm sorry, what I'm, what did you say?
[CUSTOMER][NEUTRAL] Hi. My name is [PII]. I'm calling from provider's office regarding claim status. Can you help me with that?
[AGENT][NEUTRAL] Yes, I can help you with claim status, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, but can you repeat your name again please and it's so that I using the phonetic alphabet like Romeo, Oscar Lima like that.
[AGENT][NEUTRAL] Oh, it's [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Oh [PII], OK, thank you. What a lovely name. OK, the member ID is [PII] for Frank.
[CUSTOMER][NEUTRAL] [PII] for India, R for Romeo, then [PII].
[AGENT][NEUTRAL] Um, that's not one of our policy numbers. Do you have the last name or social?
[CUSTOMER][NEUTRAL] Yes. I have the special last name is [PII]. That is [PII].
[CUSTOMER][NEUTRAL] And the first name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You want the date of birth?
[AGENT][NEUTRAL] Um, I'm not pulling up that name. Uh, do you have a social by chance, or?
[CUSTOMER][NEUTRAL] I can only give you the four last digits of the social. Is it OK for you?
[AGENT][NEUTRAL] Uh well, not, you said [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, one more time.
[CUSTOMER][NEUTRAL] Oh, you want me to send it out one more time?
[AGENT][NEUTRAL] No, no, I'm trying to pull it up one more time.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, yeah, not finding that name. Do you have a group number by chance?
[CUSTOMER][NEGATIVE] Mm no.
[AGENT][NEUTRAL] OK, yeah, I'm not able to find that name with the information provided.
[CUSTOMER][NEUTRAL] I see here that the the insurance name is ASSE.
[CUSTOMER][NEUTRAL] Cigna Care. Is that correct?
[AGENT][NEUTRAL] Um, this is American Public Life.
[AGENT][NEUTRAL] I don't know what the.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, you are from American Public Life?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Oh OK uh I'm so sorry.
[CUSTOMER][NEUTRAL] So you have for APL, right?
[AGENT][POSITIVE] Yes, that's right.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] I'm so sorry. Can, is there any reference number for today's call?
[AGENT][NEUTRAL] Uh, it's just my name and today's date.
[CUSTOMER][POSITIVE] OK, thank you [PII], have a wonderful rest of your day bye bye take care. Thank you.
[AGENT][POSITIVE] OK, thanks for calling APL. You too. Bye.