AccountId: 011433970860
ContactId: e73b4e59-9608-46fc-a011-0d41ec1651ed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142199 ms
Total Talk Time (AGENT): 31879 ms
Total Talk Time (CUSTOMER): 86691 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/e73b4e59-9608-46fc-a011-0d41ec1651ed_20250402T16:49_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I work in the billing department for Elite rehab. Did you say your name was [PII]?
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Hey, um, so I'm trying to send you guys, um, some secondary claims for physical therapy, and, um, the email address that I have, my the email came back to me and said it was not deliverable, so I was just trying to confirm on where I need to send these.
[AGENT][POSITIVE] OK, I'll be happy to assist. Um, may I have that policy number?
[CUSTOMER][NEUTRAL] Sure, it is 420-022-745.
[AGENT][NEUTRAL] That's not one of our policy numbers. Do you have a social?
[CUSTOMER][NEUTRAL] Oh let me OK let me see.
[CUSTOMER][NEUTRAL] Let me see if I have the card in the attachment.
[CUSTOMER][NEUTRAL] Just going by what um.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] Let's make this bigger they did not put the right number in the account.
[CUSTOMER][NEUTRAL] OK, so 08.
[CUSTOMER][NEUTRAL] A
[AGENT][NEUTRAL] That's not one of ours.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] No, that's not one of ours.
[CUSTOMER][NEUTRAL] Member ID OK.
[AGENT][NEUTRAL] And that says American Public Life?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It says alliance.
[AGENT][NEUTRAL] We're not alliance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, OK, um.
[AGENT][NEUTRAL] Is that their major medical? Cause we're, we would be their gap. I mean, is that their major medical?
[CUSTOMER][NEUTRAL] Mm, no, this is a secondary.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, I will, um.
[CUSTOMER][NEUTRAL] Try to find a different number. I thought I had dialed um.
[CUSTOMER][POSITIVE] The number for Alliance, but I sure appreciate your help.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK. Well, was there anything else I can assist you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think that I think that's it. And what, who did I call?
[AGENT][NEUTRAL] American Public Life.
[CUSTOMER][NEUTRAL] American public OK alrighty well thank you so much. I'm so sorry for wasting your time.
[AGENT][POSITIVE] That's OK. Thank you for calling APL. You have a good day.
[CUSTOMER][POSITIVE] All right. Have a good day.
[AGENT][NEUTRAL] Mhm. Bye bye.
[CUSTOMER][NEUTRAL] Alright bye bye.