AccountId: 011433970860
ContactId: c447e75d-b0c0-4064-a348-61024b97dc2a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 318500 ms
Total Talk Time (AGENT): 103495 ms
Total Talk Time (CUSTOMER): 105071 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/c447e75d-b0c0-4064-a348-61024b97dc2a_20250303T21:45_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII] calling from office and I wanted to be medical claim status.
[AGENT][POSITIVE] You have a phone number I can get in case we get disconnected, I can call you back.
[CUSTOMER][NEUTRAL] OK, my callback number is [PII].
[CUSTOMER][NEUTRAL] [PII] and my extension is [PII].
[AGENT][NEUTRAL] And do you have a policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's still 17392.
[AGENT][NEUTRAL] 17392.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, that's not enough numbers for our policy number. Do you have their social security number?
[CUSTOMER][NEUTRAL] Uh, no, I don't have the SSN number.
[AGENT][NEUTRAL] Whose name is the policy in?
[CUSTOMER][NEUTRAL] I can take a picture.
[CUSTOMER][NEUTRAL] Oh, OK. Could you verify the patient name and date of birth?
[AGENT][NEUTRAL] Whose name is the policy in?
[CUSTOMER][NEUTRAL] Uh, yeah, it's American Public Life Insurance Company.
[AGENT][NEUTRAL] Who is the patient? Whose name is the policy in?
[CUSTOMER][NEUTRAL] OK. It's uh [PII].
[AGENT][NEUTRAL] Can you spell the first name?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] No, [PII]
[AGENT][NEUTRAL] I didn't hear you. I'm sorry.
[CUSTOMER][NEUTRAL] OK, it's uh [PII].
[AGENT][NEUTRAL] OK. [PII]
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's the last name?
[CUSTOMER][NEUTRAL] Yeah, the last name is [PII].
[AGENT][NEUTRAL] [PII] I mean, I'm sorry, [PII]
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, is that right?
[AGENT][NEUTRAL] Hold on one moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We do not have that name in our system.
[CUSTOMER][NEUTRAL] For this one, the primary you would see and secondary is American.
[AGENT][NEUTRAL] We do not have that name in our policy. If you have the social, I can look it up by the social, but the name is not in the system.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] So I have to have the policy number, the social.
[CUSTOMER][NEUTRAL] But here, oh sorry, it's a gap insurance number ID I think.
[AGENT][NEUTRAL] What's the ID number?
[CUSTOMER][NEUTRAL] Yeah, it's the 17392 Gap Insurance.
[AGENT][NEUTRAL] Yeah, that's not our policy number.
[AGENT][NEGATIVE] That's not enough numbers.
[CUSTOMER][NEUTRAL] OK, you can verify the eligibility.
[CUSTOMER][NEUTRAL] For this number?
[AGENT][NEUTRAL] They do not have a policy with us. I cannot, uh, verify eligibility if they don't have a policy with us.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Do you have a copy of the card?
[CUSTOMER][NEUTRAL] Uh, no, I don't know.
[AGENT][NEUTRAL] OK, then I can't find the name in the system.
[AGENT][NEUTRAL] That is not the correct policy number. The name you gave me is not in our system, so I can't give you eligibility on something we do not have.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Could you spell your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK. May I know your last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, may I know the call reference number?
[AGENT][NEUTRAL] We do not have call reference numbers. You can use my name and today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thanks for giving information. Have a nice day.
[AGENT][NEUTRAL] OK, thank you, [PII] for calling APLU as well. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.