AccountId: 011433970860
ContactId: c0b4b166-60a7-4c20-af95-79e23f83a6be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 888780 ms
Total Talk Time (AGENT): 180512 ms
Total Talk Time (CUSTOMER): 439242 ms
Interruptions: 9
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/c0b4b166-60a7-4c20-af95-79e23f83a6be_20250602T15:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from El Deam. Could you please help me with the claim status?
[AGENT][NEUTRAL] OK, I can help you with claim status. May I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][NEUTRAL] And my callback number is [PII] and the extension will be [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Oh, patient name is?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Sure. May I, I will be spelling.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And, um, mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you got that name?
[AGENT][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Yes, I believe I do. Can I get his date of birth?
[CUSTOMER][NEUTRAL] OK. Let me say his date of birth is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and then what is the member's ID number?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Member's ID number is
[CUSTOMER][NEUTRAL] 4 E as in Echo. D as in David. 4 J as in Jennifer, F as in Frank, O as in oh sorry, it's number 0 F as in
[CUSTOMER][NEUTRAL] Frank, C as in Charlie.
[CUSTOMER][NEUTRAL] 82.
[AGENT][NEUTRAL] OK, that is not an APL policy number do you see another number?
[CUSTOMER][NEUTRAL] OK. Let me check that.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Uh let me check. Just give me a second, dear.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] By the way, your good name, please?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][POSITIVE] To, uh, so sweet of you. Just give me a second. I will be checking the other ID number in my system.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] 480.
[AGENT][NEUTRAL] OK, that's fine, take your time.
[CUSTOMER][NEUTRAL] Uh, could you please check with this number? It's uh 259-0.
[CUSTOMER][NEUTRAL] 9363.
[AGENT][NEUTRAL] OK, let me look up that number.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEGATIVE] OK, that is not working for us either.
[CUSTOMER][POSITIVE] OK. I'm really sorry for that. Uh, just give me a second. Actually, I'm checking in my
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] And later.
[AGENT][POSITIVE] Yes sir, please take your time.
[CUSTOMER][POSITIVE] Thank you so much, dear.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] She also.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] 3
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 03
[CUSTOMER][NEUTRAL] 111
[CUSTOMER][NEUTRAL] Are you there, [PII]?
[AGENT][NEUTRAL] OK, 03111.
[CUSTOMER][NEUTRAL] 2965.
[AGENT][NEUTRAL] 2965031112965.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me try that one.
[CUSTOMER][NEUTRAL] OK. Uh, sorry, uh, what's your name? I forgot.
[CUSTOMER][NEUTRAL] the
[AGENT][NEUTRAL] OK, so looking under that policy number 31112965, uh, that's not a good number either.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh, social, uh, just give me a second.
[AGENT][NEUTRAL] Do you have their social?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, last four digits I can say it's uh [PII].
[AGENT][NEUTRAL] OK, I'll need the full social security number.
[CUSTOMER][NEUTRAL] Full
[CUSTOMER][NEUTRAL] Sorry, uh, we are unable to see that number.
[AGENT][NEUTRAL] OK, can you spell the
[CUSTOMER][NEUTRAL] Last four digits are available.
[AGENT][NEUTRAL] Can you spell the first name for me? Yes.
[CUSTOMER][NEUTRAL] Spell the name.
[CUSTOMER][NEUTRAL] Yes, it's [PII]
[CUSTOMER][NEUTRAL] And the last name is [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see if I can find them by the name real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] No I'm not able to find that member in our system.
[CUSTOMER][NEUTRAL] OK. Uh,
[CUSTOMER][NEUTRAL] Just give me a second.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it would get
[CUSTOMER][NEUTRAL] Uh, sorry, dear, I have found the insurance ID as 031112965 is the correct number. Could you please check with that?
[AGENT][NEGATIVE] That that number is not pulling up for us.
[AGENT][NEGATIVE] I don't believe it's an APL policy.
[CUSTOMER][NEUTRAL] For the patient
[CUSTOMER][NEUTRAL] I'm extremely sorry for that. Uh, I'm unable to uh get this.
[CUSTOMER][NEUTRAL] So could you please try with any other details? I will be saying that.
[AGENT][NEUTRAL] We've, we've exhausted the details we've, we've used policy numbers we've looked by name and you don't have a full social so I can't search by that. So the details have been exhausted to try to find this member.
[CUSTOMER][NEUTRAL] Put it on paper.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. And uh
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Once again, I'm saying the name. Could you please uh recheck with the name? It's [PII]. And the last name is [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let's try again.
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] He
[CUSTOMER][NEUTRAL] The.
[AGENT][NEUTRAL] No, we do not have a member by that name.
[CUSTOMER][POSITIVE] OK. Thank you, dear, uh, for your patience and the support.
[AGENT][POSITIVE] Oh, you're welcome.
[AGENT][POSITIVE] You're very welcome. Is that everything I can help you with today?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] And uh if you don't mind, I have other patients on the same, uh, insurance. Can we go with that?
[CUSTOMER][NEGATIVE] Hardly sustainable.
[AGENT][NEUTRAL] Yes, what is the member's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]st give me a second, dear.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][POSITIVE] Thank you so much. By the way, how was your day going on?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Oh, it's going. It's been busy already today.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK. Am I irritating you today?
[AGENT][NEUTRAL] No.
[CUSTOMER][POSITIVE] OK. It's good.
[AGENT][POSITIVE] No, I don't get irritated easily.
[CUSTOMER][POSITIVE] Thank you so much for your patience.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] And the patient name is [PII]. Uh yes, the patient.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, uh, as my name.
[AGENT][NEUTRAL] And I, yes, [PII]
[CUSTOMER][NEUTRAL] In
[CUSTOMER][NEUTRAL] Yes. [PII], uh.
[AGENT][NEUTRAL] OK, what is
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh sorry, the first name is [PII] and the last name is [PII], there is an [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, OK, thank you, [PII]. And then what is his date of birth?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, the date of birth is.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And then what is the policy number?
[CUSTOMER][NEUTRAL] OK. Let me say the policy number is
[CUSTOMER][NEUTRAL] 031196410.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] No, sir, that's not pulling up for me either.
[CUSTOMER][POSITIVE] OK, I'm extremely sorry for that, dear. Actually, I'm looking for the American Poin of Life. Is that uh the insurance I'm calling?
[AGENT][NEUTRAL] No, this is American Public Life.
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] American.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Public
[AGENT][NEUTRAL] P U B L I C.
[CUSTOMER][NEUTRAL] Yes. Life. OK.
[AGENT][NEUTRAL] Life, yes.
[CUSTOMER][POSITIVE] Thank you so much. Uh, have a good day. Enjoy your day.
[AGENT][POSITIVE] Thank you, [PII]. You have a good day also. Is that everything I can help you with before we go, sir?
[CUSTOMER][POSITIVE] Yes, yes. Thank you so much. I really appreciate your patience.
[AGENT][POSITIVE] OK. Well, you, you're welcome.
[AGENT][POSITIVE] It's no problem at all. You have a blessed day and thank you for going for calling APL.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Have a good day. Enjoy your day.