AccountId: 011433970860
ContactId: bfbc9d46-f8ee-497f-a0d3-ecc82154e2c3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 279320 ms
Total Talk Time (AGENT): 96388 ms
Total Talk Time (CUSTOMER): 121792 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/bfbc9d46-f8ee-497f-a0d3-ecc82154e2c3_20250428T15:16_UTC.wav
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[CUSTOMER][NEUTRAL] I'm looking for the claim status.
[AGENT][NEUTRAL] Hi, this is [PII]. How can I help you?
[AGENT][NEUTRAL] OK, I'm checking our client for you. What was your name?
[CUSTOMER][NEUTRAL] My name is [PII] and last is [PII].
[AGENT][NEUTRAL] OK [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, A for Alpha 63051441.
[AGENT][NEUTRAL] OK, so that's not, uh, that's gonna be a bit too long to be one of our policy numbers, [PII]. Do you maybe have their social I could search for them that way.
[CUSTOMER][NEUTRAL] No, I have no social security number. Can you please verify the 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] Yes. Patient name is [PII], and [PII]. Last name is [PII], [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]. Date of birth is January.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] OK, all right, thank you for that. One moment please.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] What state does this member live in, [PII]?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Do you, what state does this member live in?
[CUSTOMER][NEUTRAL] Uh, the state name is [PII].
[AGENT][NEUTRAL] OK, so I don't have anyone with that information in our system, [PII].
[CUSTOMER][NEUTRAL] Can you please verify the number is active on date of service or not?
[AGENT][NEUTRAL] I don't have any information for this member in our system.
[CUSTOMER][NEUTRAL] So what can I do? I, I will resubmit this claim.
[AGENT][NEGATIVE] I don't this member I don't have any information regarding them it does not appear that they have any policies with us.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] So what, so what, so what can I do with this number?
[AGENT][NEUTRAL] Um, I'm not quite sure, um, this is American Public Life. I would verify is that who you meant to call?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, this is the American Public Life IMA INC.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so we are different than IMA. This is American Public Life Ame or IMA is different, so if this number has a policy with IMA, uh, you would have to reach out to them. I can give you their phone number.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Can you please provide me the?
[CUSTOMER][NEUTRAL] Yes, but it
[AGENT][NEUTRAL] OK, let me know when you're ready for that.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] and you would select option one for IMA.
[CUSTOMER][NEUTRAL] OK. And can you please tell me, I have one more claim of the American Public Life. Just a second. Let me check. And I have another claim of American Insurance administrators. That is your insurance or no?
[AGENT][NEUTRAL] What was that [PII]? Could you repeat that?
[AGENT][NEUTRAL] You have a different claim we need to try to find?
[CUSTOMER][NEUTRAL] American Insurance Administrator.
[AGENT][NEUTRAL] This is American Public Life.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, OK, can you please transfer my call with IMA.
[AGENT][NEUTRAL] I can transfer you to IMA yes, OK, I'm just gonna put you on a brief hold while I get them on the line.
[CUSTOMER][POSITIVE] OK. Thank you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Thank you for calling 90 degrees. If you would like to participate.