AccountId: 011433970860
ContactId: f7a39f11-fec1-4901-a0f6-dda09236f69c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 255630 ms
Total Talk Time (AGENT): 72131 ms
Total Talk Time (CUSTOMER): 93661 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/f7a39f11-fec1-4901-a0f6-dda09236f69c_20250430T14:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, this is [PII] calling from provider office to check on claim status. Could you please help me with that?
[AGENT][NEUTRAL] Yeah, I can check on a claim for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, just give me a second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah. Our good callback number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah. Policy number is
[CUSTOMER][NEUTRAL] A as in Alpha, CCT 6300013358.
[AGENT][NEUTRAL] OK, so that's not going to be one of our policy numbers [PII]. Ours don't begin with letters and uh are not that long. Um, do you maybe have their social? I could search for them that way.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK. Can, uh, I have a SSN number. Can you please check with that? Social Security number?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh, what was the name for the member?
[CUSTOMER][NEUTRAL] Yeah, the member first name is [PII]
[CUSTOMER][NEUTRAL] [PII] and the first name is [PII]
[AGENT][NEUTRAL] OK, that was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I did not get a result with that social, um, so I'm going to try searching just using the name give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, no, I don't have anyone with that name in our system, [PII].
[CUSTOMER][NEUTRAL] OK. But uh I have a correspondence.
[AGENT][NEUTRAL] Sorry?
[CUSTOMER][NEUTRAL] Uh, I have a claim number. Can you please check with that?
[AGENT][POSITIVE] We can try, yeah.
[CUSTOMER][NEUTRAL] OK. It's, uh, are you ready?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, yeah, OK. The claim number is 457.
[CUSTOMER][NEUTRAL] 1293.
[AGENT][NEUTRAL] That was 4571293.
[CUSTOMER][NEUTRAL] Are you ready?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK, so that's not one of our claim numbers [PII], um, this is American Public Life, is that who you were trying to call because it does not appear this is a member of ours.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Uh, it's farm
[CUSTOMER][NEUTRAL] R E H A B I L I T A T I O N Hospital.
[AGENT][NEGATIVE] Um, no, this is American Public Life, and I don't believe that this number is in our system. We don't have this is not a member of ours.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you for giving that information.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][POSITIVE] Have a great day. Bye-bye.
[AGENT][POSITIVE] You too thank you bye bye.
[CUSTOMER][NEUTRAL] Oh