AccountId: 011433970860
ContactId: c37f1db3-b680-4c9a-9717-e7c0d1b6ca11
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148009 ms
Total Talk Time (AGENT): 56486 ms
Total Talk Time (CUSTOMER): 80690 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/c37f1db3-b680-4c9a-9717-e7c0d1b6ca11_20250312T20:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] what is your name?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] OK, [PII]. OK. My name is [PII] and my last name is [PII], and I'm calling about a claim, the status of a claim that was um mail.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, yeah, I can check on that claim for you. I wanted to first, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] OK, thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] I have the number to start a start with the AB.
[CUSTOMER][NEUTRAL] 0669005
[CUSTOMER][NEUTRAL] Is that it?
[AGENT][NEUTRAL] OK. Um, typically doesn't start with that, um.
[AGENT][NEUTRAL] No, that's not one of our policy numbers, um.
[CUSTOMER][NEUTRAL] Let me look at the card here.
[AGENT][NEUTRAL] Yes, if you've got the card, um, it, it would either say uh like member ID or um in hospital outpatient certification number.
[CUSTOMER][NEUTRAL] OK, I might have the wrong.
[CUSTOMER][NEUTRAL] So is this SNS Health or partners?
[AGENT][NEUTRAL] This is American Public Life APL.
[CUSTOMER][NEUTRAL] Oh, OK, mm, so the number I can dial is [PII]. That's not your number? Oh, that is your number I just.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Um, that might be my direct number, but
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] for American public life.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so it don't have American Public Life on here, so I probably got the wrong area. They sent a claim to that address, um, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's not ours. Ours is in [PII].
[CUSTOMER][NEUTRAL] OK. OK, so they, they, um.
[CUSTOMER][NEGATIVE] Send it to the wrong. I got the wrong information here. I'm looking at this card and the card is, is called um SNS Health.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] I have not heard of them.
[CUSTOMER][POSITIVE] PHCS heartrener. OK. All right. I'm sorry, sorry to bother you.
[AGENT][NEUTRAL] No, it's OK. No, you're perfectly fine. I hope you get figured out.
[CUSTOMER][POSITIVE] Yes, ma'am. All right. Thank you. You have a good day. You too. All right. Bye-bye.
[AGENT][POSITIVE] Alright have a good rest of your day. You too. Thanks, [PII] bye bye.
[CUSTOMER][NEUTRAL] Bye bye.