AccountId: 011433970860
ContactId: 02be2673-9ee4-48c9-a370-a6e97b3c031c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 696280 ms
Total Talk Time (AGENT): 240019 ms
Total Talk Time (CUSTOMER): 203450 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/02be2673-9ee4-48c9-a370-a6e97b3c031c_20250527T17:37_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APO. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Sorry, your voice is breaking. Can you please repeat your name, please?
[AGENT][NEUTRAL] My name is [PII] and I'm in the customer service department.
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII]. I'm calling from provider office. Just wanted to check the claim status.
[AGENT][NEUTRAL] OK, [PII], before we proceed, is it possible to get a callback number in the event that we get disconnected please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure. The callback number is [PII].
[AGENT][NEUTRAL] Thank you for that, [PII]. And just to verify, you stated you were calling today to get a claim status?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] And what's the policy number of whom you're inquiring about?
[CUSTOMER][NEUTRAL] The policy number is 18,052,040.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You said 18,052,040?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] Uh, that's too many digits. Bear with me.
[AGENT][NEUTRAL] What's the last name of the insured?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] The last name of the insurance.
[AGENT][NEUTRAL] The insured, the patient.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, I'm so sorry. The last name of the patient is [PII].
[AGENT][POSITIVE] Thank you for that. And what's the first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, bear with me one moment while I do a name search.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] We were waiting to get up for.
[CUSTOMER][NEUTRAL] Me
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] OK, so can you please provide me the time.
[AGENT][NEUTRAL] Can you verify [PII]'s date of birth, please?
[CUSTOMER][NEUTRAL] Sure. The [PII]'s date of birth is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, bear with me one moment.
[AGENT][NEUTRAL] And do you happen to know the last four digits of [PII]'s social?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] All right, bear with me one moment.
[AGENT][NEUTRAL] And can you reverify the date of birth again for me, please, [PII]?
[CUSTOMER][NEUTRAL] Sure, no problem. It's [PII].
[AGENT][NEUTRAL] OK. And do you happen to have the mailing address for them as well?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The mailing address is [PII].
[AGENT][NEUTRAL] I'm sorry, the mailing address for the patient. I apologize.
[CUSTOMER][NEUTRAL] No problem. The mailing address of the patient is [PII].
[AGENT][NEUTRAL] OK, that policy number and the patient's name is not pulling up with the date of birth or address. Do you happen to have the full social and I can do a full social search.
[CUSTOMER][NEUTRAL] Well, I have the claim number, so if you can pull out the details with the help of claim number, then I can provide you the claim number.
[AGENT][NEUTRAL] OK, let me try that and see if that works.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Or else, uh.
[AGENT][NEUTRAL] No, it's not gonna let me do a search by claim number. I need the policy number. The policy number you gave me has got too many digits. You said it was 18,052,090, correct?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] No, it's 18,052,040.
[AGENT][NEUTRAL] 40.
[AGENT][NEUTRAL] And it's with American Public Life, the insurance.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, it's still too many digits though. It's not pulling up a policy number. Um.
[AGENT][NEUTRAL] Let me try this.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] You wouldn't happen to have a group number, would you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Group number.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, sir, a group number. Do you happen to have a group number by chance?
[CUSTOMER][NEUTRAL] Sure, I'll just, uh, just give me a moment. I'll check the group number I'll get back to you.
[AGENT][POSITIVE] OK, take your time.
[CUSTOMER][POSITIVE] Thank you for being online, [PII].
[AGENT][NEUTRAL] OK, take your time, [PII].
[CUSTOMER][NEUTRAL] Yeah, the group number is 18766.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, there was an extra 0 in that policy number. It's 1,852,040. I had an extra 0 between the 8 and the 5. All right, bear with me. I apologize for that, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] OK. All right, I've found your information and let me check one more thing and what I'm gonna do since you are inquiring about a claim status, I am gonna have to let you speak to someone in our claims department because I'm limited to what I can see.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And you said you had the claim number. What's the claim number, [PII]?
[CUSTOMER][NEUTRAL] No, actually, I apologize that. Actually, I don't have the claim number as of now.
[AGENT][NEUTRAL] OK. Do you have
[CUSTOMER][POSITIVE] I'm extremely sorry for the wrong information.
[AGENT][NEUTRAL] It's OK, no problem. Do you happen to know what the date of service was by chance or when the claim was submitted?
[CUSTOMER][NEUTRAL] Yes, yes. The date, yes, uh, the date of service of the claim is [PII].
[AGENT][NEUTRAL] OK, I think I've located the claim.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Bear with me.
[AGENT][NEUTRAL] All right, so I'm gonna place you on a brief hold, [PII], while I get someone in our our claims department to assist you further with the details of the status of that claim. Is it OK if I transfer you for further assistance?
[CUSTOMER][POSITIVE] No worries. Please go ahead.
[AGENT][NEUTRAL] Alright, [PII], I'm gonna place you on a brief hold. I will make sure I get someone so you don't have to repeat yourself. Is there anything else I can help you with before I transfer you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] No, thank you, [PII]. That's really helpful.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a wonderful day and hold please.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] It's very
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII]. I've got a provider on the back line that's wanting to get claim status on the insured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's policy number 18,520.
[AGENT][NEUTRAL] 40. You're speaking to [PII].
[AGENT][NEUTRAL] And she, um, the insured's been verified. [PII]'s callback number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And he said it was a claim.
[CUSTOMER][NEUTRAL] And are you saying [PII]?
[AGENT][NEUTRAL] [PII], yeah, he said it was a claim, um, it's the provider, a claim from [PII], I believe is what he said. Maybe he said maybe the, uh, not May, March, [PII] the [PII].
[CUSTOMER][NEUTRAL] OK, you can send him through.
[AGENT][NEUTRAL] But he didn't have a claim number.
[AGENT][POSITIVE] All right, here he goes. Thank you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Alright, you're welcome.