AccountId: 011433970860
ContactId: 070c85cd-d79c-4781-92d6-012195e97ae9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 561000 ms
Total Talk Time (AGENT): 79173 ms
Total Talk Time (CUSTOMER): 273257 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/070c85cd-d79c-4781-92d6-012195e97ae9_20250422T19:58_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi [PII]. My name is [PII]. I'm calling for provider Dosa Ho. Please note this call has been monitored and recorded for quality and training purpose, and I'm calling to obtain status on a claim.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The callback number is [PII] sorry it is [PII] my extension direct line.
[AGENT][NEUTRAL] And the policy number of the patient?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] And the number ID is C as in Charlie V as in Victor 01402769.
[AGENT][NEUTRAL] OK, um, that's not one of our policy numbers. Do you have the last name?
[CUSTOMER][NEUTRAL] Uh, the member's name is, uh, [PII].
[AGENT][NEUTRAL] First name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, pulling that up, give me one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I I I.
[CUSTOMER][NEUTRAL] how are you.
[AGENT][NEUTRAL] OK. And then um do you have her date of birth?
[CUSTOMER][NEUTRAL] The date of birth is [PII].
[CUSTOMER][NEUTRAL] about
[AGENT][NEUTRAL] OK, let me figure out what policy this is. Hold on just a second.
[CUSTOMER][NEUTRAL] Sorry, OK, um.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah, I'm checking that policy number didn't work and then I've got several Hannah's, so I'm trying to see which one.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] What was the date of birth?
[CUSTOMER][NEUTRAL] Everything
[CUSTOMER][NEUTRAL] The date of birth was, oh sorry, the date of birth is on [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm not, uh last name is [PII]
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm not pulling up that name with that date of birth, um.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] Do you have a group number?
[AGENT][NEUTRAL] For social
[CUSTOMER][NEUTRAL] A group number. Uh, no, I'm sorry. I don't have the social for this one. So you're stating that uh nove found with the name, date of birth, and with the member ID also. So I do have another one to discuss for different member and a different provider also.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The policy number?
[CUSTOMER][NEUTRAL] Uh, G as in girl, A as in Alpha.
[CUSTOMER][NEUTRAL] 009001.
[CUSTOMER][NEUTRAL] 7
[AGENT][NEUTRAL] And that's not one of our policy numbers either. What's the last name?
[CUSTOMER][NEUTRAL] Uh last name is uh [PII].
[CUSTOMER][NEUTRAL] Spell as [PII].
[CUSTOMER][NEUTRAL] That.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] The first thing?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And the first name is, it is uh [PII], spell as [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] The date of birth?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] The date of birth is.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm not pulling that up. Do you have a group number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, you mean to say the social?
[AGENT][NEUTRAL] Sure, what's that?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So I'm sorry, I don't have the social number.
[CUSTOMER][NEUTRAL] That's what's going on.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] You have a group number?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] So the group number I don't have the group number.
[CUSTOMER][NEUTRAL] I do have the member ID date of birth.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, I'm not able to locate it with the information you've provided.
[CUSTOMER][NEUTRAL] So for this one also nove phone with the name, date of birth, and the member ID. I do the last one to discuss. I'm according to the 90 degrees benefit fee, uh, yes.
[AGENT][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Uh, I'm I calling to the 90 degrees benefit?
[AGENT][NEUTRAL] No, you're calling American Public Life.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] American Public Life.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Just a second.
[CUSTOMER][NEUTRAL] Yes, sir, it isure management, uh, admire of [PII] of [PII], yes.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Sorry?
[CUSTOMER][NEUTRAL] So the insurance name is uh insurance MGMD admin of LA.
[AGENT][NEUTRAL] Now we're, this is American Public Life APL.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So the last one, so can I just check with that.
[AGENT][NEUTRAL] OK. The number?
[CUSTOMER][NEUTRAL] A as in Alpha 63051.
[AGENT][NEUTRAL] And it's not one of our
[CUSTOMER][NEUTRAL] 325.
[AGENT][NEUTRAL] That's not one of our policy numbers. Do you have the last name?
[CUSTOMER][NEUTRAL] The last name is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] First name?
[CUSTOMER][NEUTRAL] Uh, the first name is.
[CUSTOMER][NEUTRAL] Yes, uh, the first name is.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] The date of birth?
[CUSTOMER][NEUTRAL] The date of birth is [PII].
[AGENT][NEUTRAL] I'm not locating that member with the information you've provided.
[CUSTOMER][NEUTRAL] OK. So I'm sorry, I don't, uh, so I don't have the social for this number.
[CUSTOMER][POSITIVE] And thank you so much for your assistance and have a great day. Bye-bye and be safe, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you for calling APL you as well. Bye bye.