AccountId: 011433970860
ContactId: f72db266-9312-4531-ab53-a69114f21232
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174160 ms
Total Talk Time (AGENT): 67660 ms
Total Talk Time (CUSTOMER): 74929 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/f72db266-9312-4531-ab53-a69114f21232_20250115T22:13_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with Montgomery Pulmonary, and I'm calling in reference to a claim, and I wanted to follow up on it.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the claim status. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And the policy number is going to be.
[CUSTOMER][NEUTRAL] 10,186,056,300.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Well, um, hold on one second. So is that the American Public Life policy number?
[CUSTOMER][NEUTRAL] No, this is the hm.
[CUSTOMER][NEUTRAL] Well, bear with me.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] What's the alliance.
[CUSTOMER][NEUTRAL] Number.
[AGENT][NEUTRAL] Alliance. What phone number did you call? Did you dial an [PII] number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that is our number, but this is American Public Life, um, not alliance, but I can, I mean, I can.
[CUSTOMER][NEUTRAL] I wonder what the
[AGENT][NEUTRAL] See if there's a claim here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, do you have the member's social?
[CUSTOMER][NEUTRAL] Um, no, I have the last 4. Date of birth I have.
[AGENT][NEUTRAL] Uh, we can't access that until we get in the policy. What's the first and last name?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] That's really weird that your number comes up with.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] So I'm just waiting for the policy. Hold on one second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you say I I reached America Pub?
[AGENT][NEUTRAL] Um, this is American Public Life.
[CUSTOMER][NEUTRAL] OK, strange.
[AGENT][NEUTRAL] So let me see if this is the member. I do see one policy came up here. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, now, this is a different member and this is also uh not a medical policy or dental.
[CUSTOMER][NEUTRAL] Different
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, OK, well then I will mark that number out for them and I will research a different number for them once provided was incorrect. Thank you so much.
[AGENT][POSITIVE] You're welcome. Well, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You as well bye.
[AGENT][POSITIVE] Thank you