AccountId: 011433970860
ContactId: c0dfdce7-a3fd-4a08-9479-eb146af49446
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 326410 ms
Total Talk Time (AGENT): 83664 ms
Total Talk Time (CUSTOMER): 71486 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/c0dfdce7-a3fd-4a08-9479-eb146af49446_20250616T18:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, hello, I'm calling from a provider's office to verify if you ever received a claim we sent.
[AGENT][NEUTRAL] I, I can help you with claim status. Uh, who am I speaking with?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And what's a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] That is 683-867-310.
[AGENT][NEUTRAL] Give me just a moment.
[AGENT][NEUTRAL] All right. One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Wasn't able to find it under that.
[AGENT][NEUTRAL] That policy number, do you have their social?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's the first and last name?
[CUSTOMER][NEUTRAL] [PII] [PII] [PII].
[AGENT][NEUTRAL] Is it [PII] or [PII]?
[CUSTOMER][NEUTRAL] Um, [PII] is what I have. Let me see if I have an ID just in case.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, that's fine. I'm having to look him up by his last name because I didn't see it for either of those.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh interesting, OK.
[AGENT][NEUTRAL] Give me just a moment.
[AGENT][NEUTRAL] You said his social started with [PII]?
[CUSTOMER][NEUTRAL] Uh sorry, let me pull that up, uh, [PII] no, yes, [PII].
[AGENT][NEUTRAL] I'm sorry, what state are you calling out of so I make sure that I get the right one.
[CUSTOMER][NEUTRAL] Yeah, I'm calling from [PII].
[AGENT][NEUTRAL] OK, let me look.
[CUSTOMER][NEUTRAL] Uh, looks like this patient's home address is [PII].
[AGENT][NEUTRAL] OK, give me just a moment.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] And the card says it's from APL?
[CUSTOMER][NEUTRAL] I don't have a card on file.
[AGENT][NEUTRAL] Oh, OK, that's OK.
[CUSTOMER][NEUTRAL] But that is what we've been told.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] American Public Life, is that what it is?
[AGENT][NEUTRAL] Yes, um, but I wasn't able to pull him up and you said his, uh, his date of birth was
[AGENT][NEUTRAL] Um, what was that one more time?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Yeah.
[AGENT][NEUTRAL] I'm not able to pull him up. I'm not seeing him. I would, uh,
[AGENT][NEUTRAL] I would call and check.
[AGENT][NEUTRAL] With him, uh, that it's through American or APL, American Public Life.
[AGENT][NEUTRAL] Um, because I'm not able to find him in here and I looked for his social and first and last name.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, um, is there just a reference number?
[AGENT][NEUTRAL] So we don't have reference numbers, you can use my name and last initial in today's date. So [PII] and today's date.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right well thank you very much I appreciate it.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You as well bye.
[AGENT][NEUTRAL] Right, bye.