AccountId: 011433970860
ContactId: ee04b6ce-16f5-4b28-93da-f608a7c1ed38
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233300 ms
Total Talk Time (AGENT): 59913 ms
Total Talk Time (CUSTOMER): 85881 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/ee04b6ce-16f5-4b28-93da-f608a7c1ed38_20250509T17:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling for provider to check on additional information about a client that has been denied. Please know this call will be monitored and recorded for quality and training purpose. So for that, I couldn't share your name. Can you please repeat again?
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] And may I please have a callback number?
[CUSTOMER][NEUTRAL] OK. The best callback number will be [PII].
[CUSTOMER][NEUTRAL] [PII]. There is no extension, it's a direct line.
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] The member's ID.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's F as in Frank, 06689344.
[AGENT][NEUTRAL] OK, that's not one of our policy numbers.
[CUSTOMER][NEUTRAL] So, you can verify to your member name or date of birth.
[AGENT][NEUTRAL] May I have the first and last name, please?
[CUSTOMER][NEUTRAL] The member's first name would be [PII] in [PII], and the last name would be [PII]. And the date of birth would be [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the first name is [PII] and the last name is [PII].
[CUSTOMER][POSITIVE] Yes, that's right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And may I please have a date of service and total bill?
[CUSTOMER][NEUTRAL] OK. The member is found in a different member ID?
[AGENT][NEUTRAL] Yes, I'm needing a data service and a total bill charge.
[CUSTOMER][NEUTRAL] OK, that is also to be [PII] with the total bill amount of $253.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And I'm seeing if we received that claim.
[CUSTOMER][NEUTRAL] Uh, because it has been submitted via incorrect number ID, can I get the correct member ID so I can resubmit the claim?
[AGENT][NEUTRAL] Yes, I'll give you that information. So for this member, it is showing that she's no longer active with us. The term date is showing [PII]. So at the, at the time of service, we were no longer her.
[AGENT][NEUTRAL] Policy holder.
[AGENT][NEUTRAL] So that's the reason why we don't have a claim on file for that member.
[CUSTOMER][POSITIVE] OK, thank you for this.
[CUSTOMER][NEUTRAL] OK, thank you for this, uh, [PII]. Can you please give me the reference code for our call?
[AGENT][NEUTRAL] The reference number would be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] OK. Thank you for this. So this is the reason I called you. Thank you for your time and have a nice day.
[AGENT][POSITIVE] You're welcome and thank you for calling American Public Life, [PII]. Have a great day as well.