AccountId: 011433970860
ContactId: f55083da-1a51-4940-b543-4a7af7181e09
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 383559 ms
Total Talk Time (AGENT): 155177 ms
Total Talk Time (CUSTOMER): 192275 ms
Interruptions: 3
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/f55083da-1a51-4940-b543-4a7af7181e09_20250321T15:54_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][POSITIVE] I want to thank you for picking up [PII]. How are you?
[AGENT][POSITIVE] I'm doing just fine. How about you today?
[CUSTOMER][NEUTRAL] OK, OK. Let's say I am calling first, OK, let me introduce myself. I'm [PII] and I am calling from Midha Medical Clinic and we're located here in [PII].
[CUSTOMER][NEUTRAL] And the provider is [PII] and my phone number here is [PII] and my MPI is [PII] and the provider is [PII] and I'm calling about one of our patients. He was here last year and he has American Public Life Insurance, and I spoke to [PII] on [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] And I and um she yeah she had mentioned that this patient has an indemnity plan.
[CUSTOMER][NEUTRAL] Well first let me give you the policy number. You need the policy number. Let me see.
[AGENT][POSITIVE] Yes ma'am. That's what I'm waiting on [PII], but that's quite OK.
[CUSTOMER][NEUTRAL] OK, D as in David, D as in David, 435-06827.
[AGENT][NEUTRAL] All right, [PII], that is not one of our policy numbers. Um, do you see anything that's like an eight-digit certificate number or I can pull it up by an insured's social.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Let me see [PII].
[CUSTOMER][NEUTRAL] Uh, let's see, that's, this is American Public Life.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, and I know American Public Life Insurance [PII].
[CUSTOMER][NEUTRAL] D 43506.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let me key that in. Let's just see.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] What's the patient's name?
[CUSTOMER][NEUTRAL] His name is [PII]. Last name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Alright, I'm gonna pull it up by name because yeah, that's not coming up. OK, so hang on, let's see, get back over to that screen. Last name [PII] First name [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. [PII] First name is [PII], last name is [PII]. Date of birth.
[AGENT][NEUTRAL] Uh, let me.
[AGENT][NEUTRAL] See if I can find it. Let's see. You did say you thought it was a H job, so let me go.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] And public life.
[CUSTOMER][NEUTRAL] I have a social.
[AGENT][NEUTRAL] I think I found them, but
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] I have an address too.
[AGENT][POSITIVE] Mm thank you.
[CUSTOMER][NEUTRAL] I have [PII], his name is [PII]. It's a [PII].
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Alright, I see, I see his plan.
[AGENT][NEUTRAL] OK, yeah, I have located his plan. OK, let's see, let me write this number down before we get off of that screen.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] That's right. All right, let's see.
[CUSTOMER][NEGATIVE] I don't wanna it went down the wrong way.
[AGENT][NEUTRAL] OK, I have it pulled up now and you're, are you calling about benefits or checking status of a claim? You said benefits, correct?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] No, for benefits, right, right, because he only had one claim they paid that claim for him, and I know they were saying that his policy that he has, he's only this is an indemnity plan. He's only offer 4 visits per year, and I think it's $50 a visit, mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Yeah, but yeah.
[AGENT][NEUTRAL] Yeah, that's what it was, but yes, ma'am, I do show that effective date um was [PII], but now he did terminate here on [PII]. He does not have an active plan here at all in indemnity or anything else.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Oh no, ma'am. He don't have anything on [PII], [PII].
[CUSTOMER][NEUTRAL] So he terminated on.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Yeah, so hey.
[CUSTOMER][NEUTRAL] So he terminated two days after. OK, so hold on for one second here. Oh my goodness. OK, let's see.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEGATIVE] But he don't have anything active here at all.
[CUSTOMER][NEUTRAL] OK, alright, so you know what, let me just put down here, this is gonna be.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Uh, oh, I went in the wrong patients account here we go.
[AGENT][POSITIVE] That's right.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I just be clicking away like I'm playing.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Yeah, I just think, alright, so here we go here.
[CUSTOMER][NEUTRAL] OK, so I have here the policy terms.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, let's see here. Oh, I know, I know what I did because I.
[CUSTOMER][NEUTRAL] Is this one here.
[CUSTOMER][POSITIVE] OK, with American life, this is the one. OK, here we go.
[CUSTOMER][NEUTRAL] That's why, OK, so this one here.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Alright, you know, and I forgot your name. What is your name? I'm sorry.
[AGENT][NEUTRAL] That's OK, [PII]. My name is [PII], spelled [PII] Is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] Yeah, what's initial to your last name?
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, and I'm why I'll just notate the account.
[AGENT][POSITIVE] Yes, ma'am. Well, I hope you have a great Friday, [PII], and thanks so much for calling APL today.
[CUSTOMER][NEUTRAL] And, and can you give me a reference number for today?
[AGENT][NEUTRAL] Well, we don't give up for summer, [PII], but you can use my name in today's date if you need to do so, OK.
[CUSTOMER][POSITIVE] OK, not a problem. Thank you so much, OK.
[AGENT][POSITIVE] All righty. Well, yes, ma'am, [PII], and have a great day, OK?
[CUSTOMER][POSITIVE] You too. You take care.
[AGENT][POSITIVE] Thank you, ma'am. You too. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.