AccountId: 011433970860
ContactId: c6003c5b-b056-4065-8a54-2ec67a8eafa8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197630 ms
Total Talk Time (AGENT): 62810 ms
Total Talk Time (CUSTOMER): 44851 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/c6003c5b-b056-4065-8a54-2ec67a8eafa8_20250327T13:51_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from the provider's office checking for claim status.
[AGENT][NEUTRAL] OK, [PII], you have a claim that you're needing to check on?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Is that correct? Yes, ma'am. I can help you with that. And [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Hi, [PII]. OK, what is your patient's policy number, please?
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] It's uh K 604356-6301.
[AGENT][NEUTRAL] OK, now [PII], that is not a policy number for American Public Life Insurance. What company were you trying to reach?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm. Patience card says.
[CUSTOMER][NEUTRAL] American Public Life Insurance.
[AGENT][NEUTRAL] OK, and you said that the policy number begins with a K?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. I've, that's
[AGENT][NEUTRAL] And you're looking at the ID card?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What other information does it say on there?
[CUSTOMER][POSITIVE] It has patience.
[CUSTOMER][NEUTRAL] Address, uh, contact number, name, date of birth.
[AGENT][NEUTRAL] OK, now that would not be on an ID card for American Public Life or APL. That information is not on an ID card.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. So you say that the
[CUSTOMER][NEUTRAL] It's not the APL member ID, right?
[AGENT][POSITIVE] That is correct. Yes, ma'am.
[CUSTOMER][POSITIVE] Mhm thank you so much, [PII]. Have a wonderful day.
[AGENT][NEUTRAL] Well, yes, ma'am, [PII]. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Oh, no, thank you so much.
[AGENT][POSITIVE] Well, you are certainly very welcome and thank you again for calling APL. I hope you have a very nice day.
[CUSTOMER][POSITIVE] Mhm. Thank you. Bye-bye.
[AGENT][POSITIVE] Yes, ma'am. Bye-bye. You're welcome.