AccountId: 011433970860
ContactId: 0e91f5c0-eda8-4b7a-8272-f74794126d3e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 362980 ms
Total Talk Time (AGENT): 105397 ms
Total Talk Time (CUSTOMER): 134115 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/0e91f5c0-eda8-4b7a-8272-f74794126d3e_20250129T13:48_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII], and I'm calling for RA Alvarado Medical BLOC to check on uh bill status.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] It would be my pleasure to assist you. You said your name is [PII]?
[CUSTOMER][POSITIVE] Yes, that's right.
[AGENT][NEUTRAL] Thank you, [PII], and what is the callback number, please?
[CUSTOMER][NEUTRAL] It's the same number, [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][POSITIVE] Yeah, that makes it so much better.
[CUSTOMER][NEUTRAL] So the policy number for this patient, it is IAC.
[CUSTOMER][NEUTRAL] 620-055-4
[AGENT][NEUTRAL] That is not the APL policy number.
[AGENT][NEUTRAL] Um, do you have a claim number or the APL policy number?
[CUSTOMER][NEUTRAL] That is the only number I have. Maybe it, it, it is, it is a claim number. I'm not sure.
[AGENT][NEUTRAL] Yeah, that's not our claim.
[CUSTOMER][NEUTRAL] Is it a claim number or a policy number?
[AGENT][NEUTRAL] That doesn't match our numbers. What is the patient's last name?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], and the first name, please, [PII].
[CUSTOMER][NEUTRAL] Any in any.
[AGENT][NEUTRAL] [PII], correct?
[CUSTOMER][NEUTRAL] This is [PII]
[AGENT][POSITIVE] Then got you, thank you.
[AGENT][NEUTRAL] And do you know what state she lives in?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I need her, do you need her zip code?
[AGENT][NEGATIVE] No, that doesn't help.
[AGENT][NEUTRAL] I'm still checking.
[AGENT][NEUTRAL] See if I can locate it. What is her date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I am able to locate the patient with that information. Do you happen to have her social?
[CUSTOMER][NEUTRAL] Social, OK, one moment.
[AGENT][NEUTRAL] Or the APL ID card either way.
[CUSTOMER][NEUTRAL] Just give me one moment. Let me go back to the patient's file and look on it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, [PII].
[CUSTOMER][NEUTRAL] Do you need the full social or just the last 4 is enough?
[AGENT][NEUTRAL] I need the complete social.
[CUSTOMER][NEUTRAL] The complete surgery. OK. One moment.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Of course, let me give you the social and then I
[CUSTOMER][NEUTRAL] can search for any ID card.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] So the social.
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. Now I put in that social. I do not have an [PII] on file.
[CUSTOMER][NEUTRAL] So you're showing any other name?
[AGENT][NEUTRAL] No, sir. I'm not showing [PII] at all under that social.
[AGENT][NEUTRAL] Is it for APL?
[AGENT][NEUTRAL] Is that the company insurance company name you're contacting?
[CUSTOMER][POSITIVE] Yeah, that's right.
[AGENT][NEGATIVE] I just don't have that with that information I'm unable to locate her.
[CUSTOMER][NEUTRAL] So [PII].
[CUSTOMER][NEUTRAL] And [PII], that's the full name or she has also
[CUSTOMER][NEUTRAL] A nickname called [PII].
[CUSTOMER][NEUTRAL] And that's the social.
[CUSTOMER][NEUTRAL] Let me just go back first it will be.
[CUSTOMER][NEUTRAL] I can say.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I'm seeing it.
[CUSTOMER][NEUTRAL] She has Medicare as primary.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, Independence American.
[AGENT][NEUTRAL] Yeah, see, I don't think that's us. We're American Public Life APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, fine, thank you so much for that.
[CUSTOMER][NEUTRAL] Confirmation and I just to check for the patient.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, well, I'm sorry I wasn't able to help you with that claim information, but it's been a pleasure to try to assist you. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you, [PII]. Take care.
[CUSTOMER][NEUTRAL] 80.
[AGENT][NEUTRAL] Bye-bye.