AccountId: 011433970860
ContactId: e056b0e8-eeeb-4c19-9ef8-311fde6abfea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157649 ms
Total Talk Time (AGENT): 82645 ms
Total Talk Time (CUSTOMER): 79310 ms
Interruptions: 4
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/e056b0e8-eeeb-4c19-9ef8-311fde6abfea_20250214T20:51_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Good afternoon. Thank you for calling.
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] from provider offices. I need a claim status regarding a member. Can you help me with it?
[AGENT][NEUTRAL] OK. OK. Did you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And you have one claim that you're needing status on Lucky, is that correct?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Did you say that you have one claim that you're needing status on?
[CUSTOMER][NEUTRAL] Did you
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes, uh,
[CUSTOMER][NEUTRAL] I have one claim for 1 member. Actually, I have 22 to 3 members.
[AGENT][NEUTRAL] So you have 3 separate claims to check status on, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you with those [PII] and what is your callback number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. OK, so, um, [PII] you will use my name and today's date is your call reference number for each one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Also, any information that I provide for you on these claims will be a verification of benefits and not a guarantee of payment.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And lastly, if you we do have the claims on file and you need a copy of the explanation of benefits, you may go to our portal and print those and our portal website that you go to is secured. Apublic.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] you
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and what is your first patient's policy number?
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] 423-114-115.
[AGENT][NEUTRAL] OK, now that is not an APO policy number.
[CUSTOMER][NEUTRAL] APL, uh, what do you mean by APL? Is this alliance is this?
[AGENT][NEUTRAL] American Public, no, no, sir, it is not. You called the wrong company.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] American public, you said?
[AGENT][NEUTRAL] American Public Life.
[CUSTOMER][NEUTRAL] OK. Do you give the status of American retirement life insurance?
[AGENT][NEUTRAL] Mm, I'm sorry, uh, do we give what?
[CUSTOMER][NEUTRAL] American Life, uh, retirements, American retirement life insurance.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No, sir.
[AGENT][NEUTRAL] No, sir.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's a different company.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Sorry, sir, uh sorry.
[AGENT][POSITIVE] OK, that's OK. Is there anything else lucky I can help you with today?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] OK, well, you're welcome and thank you again for calling APO. Yes, sir, you too.
[CUSTOMER][POSITIVE] Have a good day.
[CUSTOMER][POSITIVE] Thank you. Bye.
[AGENT][NEUTRAL] Bye-bye.