AccountId: 011433970860
ContactId: 114e1bd4-e1c1-4511-b39c-f237f92e3cff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 821799 ms
Total Talk Time (AGENT): 154729 ms
Total Talk Time (CUSTOMER): 396821 ms
Interruptions: 4
Overall Sentiment: AGENT=-0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/114e1bd4-e1c1-4511-b39c-f237f92e3cff_20250428T22:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah. Hi, [PII]. How are you?
[AGENT][POSITIVE] Good. How are you? How can I help?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII]. I'm calling from the games.
[AGENT][NEUTRAL] You need to check on a claim status?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] May I have the policy number?
[CUSTOMER][NEUTRAL] Yeah, the policy number is
[CUSTOMER][NEUTRAL] Uh, here you go.
[CUSTOMER][NEUTRAL] Yeah. 337-009-495.
[AGENT][NEUTRAL] One moment, please.
[CUSTOMER][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] What is the patient's first and last name?
[CUSTOMER][NEUTRAL] Yeah. The patient's first name is [PII], like [PII] and the last name is [PII]
[AGENT][NEUTRAL] Can you spell the last name for me?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] W for [PII].
[AGENT][NEUTRAL] White
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Spell the first name, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] It's the first name.
[AGENT][NEUTRAL] OK, let me do a search by name because that number is not the member's policy number here.
[CUSTOMER][NEUTRAL] What should I give you?
[CUSTOMER][NEUTRAL] And I said to the patient name and date of birth uh you.
[AGENT][NEUTRAL] First name is [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Do you have a claim number?
[CUSTOMER][NEGATIVE] Unfortunately, I don't have a claim number. There's a customer calling.
[AGENT][NEGATIVE] I'm not finding a member plan under that information.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Like can the patient name and date of birth or uh SSN number.
[AGENT][NEGATIVE] It does search by patient name and I'm not finding anything.
[CUSTOMER][NEUTRAL] I could use uh I made public life insurance, right?
[AGENT][NEUTRAL] We're American Public Life Insurance, yes.
[CUSTOMER][NEUTRAL] Yes, OK.
[CUSTOMER][NEUTRAL] So you're unable to pull the patient name, right?
[AGENT][NEUTRAL] I'm not able to find a patient, correct.
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Let me, uh, this is like this is not payment, uh, there's no payment for, right?
[AGENT][NEGATIVE] Not based off of what you've given me no.
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] Yeah. Uh, OK. I have like, uh, 11 more claim. Just, uh, check this claim as well if you find anything, I think so.
[CUSTOMER][NEUTRAL] Uh, and the patient's ID is [PII], [PII].
[AGENT][NEUTRAL] Our policy numbers don't have letters in them, they're numeric only, so that's not gonna be one of our policies.
[CUSTOMER][NEUTRAL] Mm this is your not policy, right?
[AGENT][NEUTRAL] Correct, because ours are just numeric. There's no alpha, there's no letters in it.
[CUSTOMER][NEUTRAL] You.
[CUSTOMER][NEUTRAL] Mhm. Oh, you're only starting with the like uh on numbers.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah, uh, like I start with only numbers. There's no alphabets, right?
[CUSTOMER][NEUTRAL] OK. Let me, uh, let me give you the member ID maybe.
[CUSTOMER][NEUTRAL] We will find out I think so.
[CUSTOMER][NEUTRAL] Yeah, can you search me like this number? Uh, it is, uh,
[CUSTOMER][NEUTRAL] 337-009-495.
[CUSTOMER][NEUTRAL] Oh, it's the same name, I think so.
[CUSTOMER][NEUTRAL] Yeah, it's also the same, uh, let, let, let me give me one more. Just let me pull another patient.
[AGENT][NEUTRAL] What's the name of the?
[CUSTOMER][NEUTRAL] Yeah, like it should, uh, uh.
[CUSTOMER][NEUTRAL] Yeah, like the patient ID is 60801.
[AGENT][NEUTRAL] No, that's our payer ID.
[CUSTOMER][NEUTRAL] Is your pay ID?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, OK. Can you help with the patient's name, last name and first name, and the Robert. I can provide you.
[AGENT][NEUTRAL] What's the, what's the last name?
[CUSTOMER][NEUTRAL] Yeah. Uh last name is [PII].
[AGENT][NEUTRAL] I need you to spell it phonetically.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, first name?
[CUSTOMER][POSITIVE] [PII] Lovely, lovely [PII] September, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII] is the last name, [PII]
[CUSTOMER][NEUTRAL] Yeah, [PII], right?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] There's no member plan under that name.
[CUSTOMER][NEUTRAL] 4
[CUSTOMER][NEUTRAL] So you are able to pull the information, right?
[AGENT][NEUTRAL] Correct. There's nothing under that name.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mmm.
[CUSTOMER][NEUTRAL] The name
[CUSTOMER][NEGATIVE] Why we are not getting anything. No one for for.
[AGENT][NEUTRAL] Do you know if the number is a subscriber?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Do you know if the number is a subscriber?
[CUSTOMER][NEUTRAL] Some member.
[CUSTOMER][NEUTRAL] Some member only, yeah, let me check my and anything you have any like uh
[CUSTOMER][NEUTRAL] Claiming or not.
[CUSTOMER][NEUTRAL] Like, uh, just your member ID like 80011938.
[AGENT][NEUTRAL] What, what was that again?
[CUSTOMER][NEUTRAL] 80011938.
[AGENT][NEUTRAL] 80011938
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] And this is what you have as a member ID?
[CUSTOMER][NEUTRAL] As I have that number only.
[AGENT][NEUTRAL] OK. That doesn't pull up anything.
[CUSTOMER][NEUTRAL] Can you search the patient's name?
[AGENT][NEUTRAL] Is it the same one, [PII]?
[CUSTOMER][NEUTRAL] No, no, no. It's a different one.
[CUSTOMER][NEUTRAL] Like uh the last name is, [PII]
[AGENT][NEUTRAL] First name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] What state does [PII] live in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What's the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] On like [PII]
[AGENT][NEUTRAL] I'm just asking for [PII]'s date of birth. What's the date of birth?
[CUSTOMER][POSITIVE] Well done
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, give me just a second.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] by itself.
[CUSTOMER][NEUTRAL] I don't think
[AGENT][NEUTRAL] OK, so there's no policy that matches that information with that name and date of birth.
[CUSTOMER][NEUTRAL] So we have to like uh send you the claim or we need to
[CUSTOMER][NEUTRAL] What we have to, what do we have to do like we need to go to the patient you're saying that to get the details.
[AGENT][NEUTRAL] What was your question again?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Like this, uh, you are able to pull the patient, uh, details, right? I'm giving the details.
[AGENT][NEGATIVE] No, I wasn't able to find a patient with that matching information.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So you need the card your ID and the patient's name and details you are asking, right?
[AGENT][NEUTRAL] I've searched for [PII], no, no, no, I'm, I'm letting you know that I've searched for [PII] and I'm not able to find him.
[CUSTOMER][NEUTRAL] Like you're asking that you
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] So that's uh like uh I'm also saying that you, you need the member ID, right? You're saying like member ID policy or group number.
[CUSTOMER][NEUTRAL] Because I'm able to pull the what information I provided to you, right?
[AGENT][NEUTRAL] What's the member ID that you have the 80011938?
[CUSTOMER][NEUTRAL] Yes, I have that on that only.
[AGENT][NEUTRAL] OK, so that's not a valid member ID with us.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Mhm. Yes, give me a sec uh.
[CUSTOMER][NEUTRAL] Yeah. Uh, just give me a second. I can probably uh, I have like one more idea, I think so. My, let me check. That's the last one.
[CUSTOMER][NEUTRAL] If we have any, mm I heard, I'm uh heard of your name.
[AGENT][NEUTRAL] My name is [PII]. That's spelled [PII].
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] Just give me a second.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Uh, it's your last name?
[AGENT][NEUTRAL] The initial to my last name is [PII].
[CUSTOMER][NEUTRAL] Yeah. For the card, we have the same customer number and we have a different customer uh numbers.
[AGENT][NEUTRAL] Are you asking for the call?
[CUSTOMER][NEUTRAL] The reference number is the same for the.
[AGENT][NEUTRAL] Yeah, it's the same for all. It's just my name and date of birth or my name and today's date.
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] OK. Your names and to the state, right?
[CUSTOMER][NEUTRAL] Like [PII]
[CUSTOMER][NEUTRAL] Unres date.
[CUSTOMER][NEUTRAL] 2.
[CUSTOMER][NEUTRAL] Yeah. OK, sir. And uh yeah, uh, like, uh,
[CUSTOMER][NEUTRAL] Yeah, no, that's all for today.
[AGENT][POSITIVE] Have a good one.