AccountId: 011433970860
ContactId: d01e2841-d4d6-4994-afb5-88f9b967deea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204089 ms
Total Talk Time (AGENT): 56455 ms
Total Talk Time (CUSTOMER): 102255 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/d01e2841-d4d6-4994-afb5-88f9b967deea_20250506T17:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is. How may I assist you?
[AGENT][NEUTRAL] Thank you for calling American Public Life. Go ahead.
[CUSTOMER][NEUTRAL] Hi, this is [PII] speaking. Yeah, I'm, I'm calling from a provider office and I need to check the claim status of uh a member. Will you be able to assist with that?
[AGENT][NEUTRAL] OK, you said that your name was [PII]?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] But now it's [PII]
[AGENT][NEUTRAL] A thank you and may I please have your callback number?
[CUSTOMER][NEUTRAL] Yeah, it is [PII] and uh I have an extension that is [PII].
[AGENT][NEUTRAL] OK. And may I have the policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, it is 816.
[CUSTOMER][NEUTRAL] 00
[CUSTOMER][NEUTRAL] 38582.
[AGENT][NEUTRAL] OK, that's not one of our policy numbers.
[CUSTOMER][NEUTRAL] OK, uh, it is for like US able administration.
[CUSTOMER][NEUTRAL] Administrators
[AGENT][NEUTRAL] OK. This is American Public Life.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] This is not, it's able.
[CUSTOMER][NEUTRAL] So do you have the.
[CUSTOMER][NEUTRAL] Yeah, do you have their phone number?
[AGENT][NEUTRAL] No, you will have to review that yourself.
[CUSTOMER][NEUTRAL] Because I searched you on the internet and I got the phone number of the USAAA administrator and I dialed so.
[CUSTOMER][NEUTRAL] That's the phone number I dialed.
[AGENT][NEUTRAL] Yes, this is American Public Life, and we will not be listed up on the US Abel.
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] Um-hum.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So uh what is it called? American Life.
[AGENT][NEUTRAL] This is American Public Life.
[CUSTOMER][NEUTRAL] American
[CUSTOMER][NEUTRAL] It, uh, what is the abbreviation short.
[AGENT][NEUTRAL] APL
[CUSTOMER][NEUTRAL] APL OK, just give me one moment. Let me check if I have the AP and any of the members associated with you. You can help me with that. Yeah, just one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You said APL, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I have uh AARP. I'm not sure if that's you.
[AGENT][NEUTRAL] That is not APL that is AARP.
[CUSTOMER][NEUTRAL] I have the
[CUSTOMER][NEUTRAL] No, that's Atlantic Coast.
[CUSTOMER][NEUTRAL] Let me see APO.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] I have this uh Arcadian health plan. Is it under you or not?
[AGENT][NEUTRAL] OK, as I previously stated at the beginning of the call, our name is American Public Life. So if you don't have any claims or members for American Public Life, they are not associated with us. So is there anything else that I can assist you with today, Ali?
[CUSTOMER][NEUTRAL] American
[CUSTOMER][NEUTRAL] No thank you, thank you. I will, I'll need to call to the insurance.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] Yes, thank you so much for calling American Public Life, have a great day.