AccountId: 011433970860
ContactId: f57b142e-9565-4d2f-85dd-3ef22418e979
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 510799 ms
Total Talk Time (AGENT): 91385 ms
Total Talk Time (CUSTOMER): 293139 ms
Interruptions: 6
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/f57b142e-9565-4d2f-85dd-3ef22418e979_20250616T19:22_UTC.wav
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[CUSTOMER][NEUTRAL] Because applicant can uh receive more right.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], very good afternoon. I'm calling from the provider of Hispanic claims.
[AGENT][NEUTRAL] I can help you with claim status. Who am I speaking with again?
[CUSTOMER][NEUTRAL] Uh my name is [PII]
[AGENT][NEUTRAL] And can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] The callback number is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] ID ID proof.
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, policy number I have 3023836.
[AGENT][NEUTRAL] OK. Can you repeat that one more time?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Oh yeah, 302-383-6.
[AGENT][NEUTRAL] 302-383-6.
[CUSTOMER][NEUTRAL] No, no, no, 302-3830, yeah right, you are right, yes.
[AGENT][NEUTRAL] Oh, OK, OK, give me just one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I didn't think that.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] you know.
[CUSTOMER][NEUTRAL] Uh, 9050355097.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] It's not allowed amount.
[CUSTOMER][NEUTRAL] On
[AGENT][NEUTRAL] Alright, I'm not showing that as one of our policy numbers. I have.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Uh, I have.
[AGENT][NEUTRAL] 302-383-6
[CUSTOMER][NEUTRAL] Yeah, I'm trying to reach out to the American public life.
[AGENT][NEUTRAL] This is American Public Life.
[CUSTOMER][NEUTRAL] Yeah, so I'm trying to reach out to them only. Uh, can you start with the name and date of birth?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] What is the last name?
[CUSTOMER][NEUTRAL] The last name is uh [PII].
[AGENT][NEUTRAL] Alright, and one more time for me please it's hard to hear you. I apologize.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, no problem. It's uh [PII].
[AGENT][NEUTRAL] OK, give me just one moment.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] in time.
[AGENT][NEUTRAL] And what is their first name?
[CUSTOMER][NEUTRAL] [PII] B as [PII] boy. Uh, the first name I have, it's um [PII].
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Give me just one moment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And you said it was.
[CUSTOMER][NEUTRAL] Uh, by the way, what's your name?
[CUSTOMER][NEUTRAL] and the.
[AGENT][NEUTRAL] And what was her name? [PII]?
[CUSTOMER][NEUTRAL] [PII]. The first name is [PII].
[AGENT][POSITIVE] And spell it for me one more time.
[CUSTOMER][NEUTRAL] So first name is?
[CUSTOMER][NEUTRAL] Uh, [PII]. The first name is [PII]. Last name is [PII].
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] Let's try.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, I'm.
[AGENT][NEUTRAL] I'm not seeing him, so give me just one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That.
[CUSTOMER][NEUTRAL] They.
[AGENT][NEUTRAL] Here we go.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That it.
[CUSTOMER][NEUTRAL] Well.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] And his date of birth, please?
[CUSTOMER][NEUTRAL] OK, date of birth I have it's [PII].
[AGENT][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And do you have the uh claim number or the date of service?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Name, I have a data service. Did you find the patient, by the way?
[AGENT][NEUTRAL] Uh, I, I did.
[CUSTOMER][NEUTRAL] OK, so the date of service, I, by the way, was it, was it, is it effective as of [PII], what is the effective termination date?
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] Let me see here.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Looks like the effective date was [PII] and the policy lapsed on [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] And after [PII], it was never uh restarted, right?
[CUSTOMER][NEUTRAL] So after [PII] [PII], it was OK.
[AGENT][NEUTRAL] Let me see, because he's got 2 po.
[AGENT][NEUTRAL] It, it lapsed in [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 4.
[CUSTOMER][NEUTRAL] And after this one, can you check uh if it was ever restarted again renewed after what?
[AGENT][NEUTRAL] It was not
[CUSTOMER][NEUTRAL] So it was lapsed in [PII], right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Just 1 2nd.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] one
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, is it
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Can I get the reference number for the call?
[AGENT][NEUTRAL] Reference number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] 5.
[AGENT][NEUTRAL] So we don't, we don't have call reference numbers, but you can use my name and last initial in today's date. So [PII] in today's date.
[CUSTOMER][POSITIVE] OK, thank you so much, [PII]. Have a great day. Bye-bye.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[CUSTOMER][NEUTRAL] Right.