AccountId: 011433970860
ContactId: d007d121-c039-45d1-b622-43f36a575312
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223869 ms
Total Talk Time (AGENT): 78566 ms
Total Talk Time (CUSTOMER): 68007 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/d007d121-c039-45d1-b622-43f36a575312_20250116T17:57_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Ana Medical Center to check on the claim status.
[AGENT][NEUTRAL] OK, sure, I can assist you with claim status, Mr. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] It's that line.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Patient's ID is 983.
[CUSTOMER][NEUTRAL] 030.
[CUSTOMER][NEUTRAL] No, I'm sorry, it's a different number.
[CUSTOMER][NEUTRAL] OK, this is the number it's 983.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 063.
[CUSTOMER][NEUTRAL] 057.
[AGENT][NEUTRAL] OK, that's not our number. Um, do you have the policy certificate number? It's gonna start with a 0 followed by 7 digits only.
[CUSTOMER][NEUTRAL] No, I have this number with me.
[AGENT][NEUTRAL] That's too many numbers to your policy. Um, bear with me. What's the spelling of the last name?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, and what's the spelling of the first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So it's [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] and [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK. I'm not pulling this number in our system. Do you have the social by any chance?
[CUSTOMER][NEUTRAL] I have the last four digits.
[AGENT][NEUTRAL] And we cannot use the last four digits you to have um the full number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And is she with the American Public Life Insurance?
[CUSTOMER][NEUTRAL] Um, this is the number I have, so I called. I'm not sure what insurance she has.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, because that number that you're giving me is not our number and then I, I try to do a name search but I cannot find that number, so I'm not sure if this is the right company or not.
[CUSTOMER][POSITIVE] Alright, so I'll check on that. Thank you, thank you for helping me.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Um, give me one second. No, that's it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] OK, well, you're welcome and thank you for calling APO. Have a good day.
[CUSTOMER][NEUTRAL] Yeah, bye bye.
[AGENT][NEUTRAL] Goodbye.