AccountId: 011433970860
ContactId: db5409b5-928d-4855-bc20-5a79223decf2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206039 ms
Total Talk Time (AGENT): 65974 ms
Total Talk Time (CUSTOMER): 84501 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/db5409b5-928d-4855-bc20-5a79223decf2_20250214T14:22_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII], and the first initial of my last name is [PII]. How are you?
[AGENT][NEUTRAL] Bye.
[AGENT][POSITIVE] I'm doing good, [PII], how are you?
[CUSTOMER][POSITIVE] Yes, I'm good. And I'm calling you to check the secondary claim status.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the claim status. And [PII], how many claims do you have in total today?
[CUSTOMER][NEUTRAL] I have only one patient. Yeah.
[AGENT][NEUTRAL] OK, may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you for that. Hold on one moment.
[AGENT][NEUTRAL] And that was [PII]?
[CUSTOMER][NEUTRAL] No, no. Let me repeat for you. [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Right, so that's, that's too many numbers. Hold on one second. So it's [PII]?
[CUSTOMER][NEUTRAL] Mm, OK, it's OK. Let me repeat your number again. It's [PII]. It's a three digit, correct?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, is this the primary?
[AGENT][NEUTRAL] Um, policy number or APL?
[CUSTOMER][NEUTRAL] Secondary payment.
[AGENT][NEUTRAL] So APL's policy number will start with a 01 or 02. It might have an ML 7 or 8 at the end.
[CUSTOMER][NEUTRAL] Ma'am, ma'am, listen, listen. Sorry, [PII], you're asking me my contact number or the primary, you're asking for the member ID number.
[AGENT][NEUTRAL] Both. Are you giving me the phone number or the policy number right now?
[CUSTOMER][NEUTRAL] I'm giving you the phone number. I'm giving you the phone number.
[AGENT][NEUTRAL] OK. Repeat the number for me.
[CUSTOMER][NEUTRAL] This is the phone number [PII].
[AGENT][POSITIVE] Thank you for that. And the policy number?
[CUSTOMER][NEUTRAL] Policy number 5 consecutive zeros.
[CUSTOMER][NEUTRAL] 84
[CUSTOMER][NEUTRAL] 37968.
[AGENT][NEUTRAL] But that's still not an APO policy number. Do you have the member's social?
[CUSTOMER][NEUTRAL] I don't have a member's social security number.
[AGENT][NEUTRAL] Uh, what's the member's first and last name?
[CUSTOMER][NEUTRAL] Remember first name is [PII]
[CUSTOMER][NEUTRAL] Last name is [PII]
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] It's a, it's an American Republic Insurance Company, correct?
[AGENT][NEUTRAL] No, this is American Public Life.
[CUSTOMER][NEUTRAL] Mm sorry, in my state.
[AGENT][NEUTRAL] OK. Well, was there