AccountId: 011433970860
ContactId: 1738faee-1bc5-444d-bc86-94d725796498
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 381559 ms
Total Talk Time (AGENT): 143575 ms
Total Talk Time (CUSTOMER): 200273 ms
Interruptions: 4
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/1738faee-1bc5-444d-bc86-94d725796498_20250326T15:59_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Thank you, [PII]. My name is [PII] and I'm calling from Dayton Children's Specialty Physicians. Um, I'm not absolutely certain that I have the correct number. I have the insurance listed for this patient as American Public. So this is the phone number I came up with. And if I could possibly verify um if uh you have this number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Of course. Um, I'll be more than happy to help you and see if there's a policy here. And Ms. [PII], um, may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes. My direct number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member, oh, well, do you have the member's social or a policy number? What information do you have?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Well, here's the number I have and then I could dig further to see if I have a social. The number I have listed as the subscriber ID is listed as [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, so that's not an APL policy number, but let me ask you this, at the top left, well, do you have a copy of the insurance card?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] No, they did not submit or present a card.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, I can search with the social and the first and last name.
[CUSTOMER][NEUTRAL] Let's try this. Our facility has minor patients, so I could give you, if the social that I give you would be one of the parents.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So let's try the first and last name of the actual patient.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And, and if that does, if that doesn't work, then we could move to the parent social uh.
[AGENT][NEUTRAL] We could try the parents. OK.
[CUSTOMER][NEUTRAL] The patient for this.
[CUSTOMER][NEUTRAL] Oh, this is a different. Well, it's just that now and then I get thrown a curveball and I do have an adult as the patient. Um, this,
[AGENT][POSITIVE] Oh, OK. Well, that's better, that's even better.
[CUSTOMER][NEUTRAL] I'm, I'm looking for minor's uh date of birth, and this date of birth is [PII]. So this is actually, like I said, I get thrown a curveball now and then and this is one of them. OK. So the patient is [PII]
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] The last name is [PII].
[CUSTOMER][NEUTRAL] Spelled [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] OK, hold on one moment. And that was [PII] for the last name?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see what comes up. Hold on one moment.
[AGENT][POSITIVE] It's kind of taking its time here. I apologize. We must have a lot of shorts.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. I appreciate you checking for me.
[AGENT][POSITIVE] You're very welcome and and um the first name is [PII]
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Mm mm. Nothing's coming up with the name. I can try the social if you want to.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so let's try the social of [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Does it say American public or American Republic? Sometimes people call it [PII].
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] It it says [PII], that's what it says.
[AGENT][NEUTRAL] OK, so if it's [PII], let me see if there's a um well, searching with the social, nothing um came up, but
[CUSTOMER][NEUTRAL] American republic.
[CUSTOMER][NEGATIVE] No. OK.
[AGENT][NEUTRAL] I have received a few calls about American Republic. I thought, hold on, I think I, I wrote the number, hold on one second, I believe, uh, because I started getting them so often I was like, let me just write the number down.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] That would be helpful.
[AGENT][NEUTRAL] But I don't have my little sticky here. Let me see.
[CUSTOMER][NEUTRAL] And you know what, when I did a search, I really just put in American public, and that's how I came up with your number.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Well, I'm glad because I got to speak with you today.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][POSITIVE] Oh, that's good. And yes, good for both of us.
[AGENT][NEUTRAL] I do, I did find a number for you, um, American Republic Insurance. I hope this is it.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it's 800.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 943.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 21, 21.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 80943 2121.
[AGENT][NEUTRAL] Yes, ma'am. I was trying to see if they have like a provider line.
[CUSTOMER][NEUTRAL] OK, then I, I.
[AGENT][NEUTRAL] But I don't see one. Yes, it's just one number for everybody. OK, yeah, that's the customer service number, so hopefully it'll help.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh, OK. Well, I'm sure they.
[CUSTOMER][POSITIVE] Great. I'm sure it will. I thank you, [PII]. You enjoy the rest of your day.
[AGENT][POSITIVE] Thank you, Ms. [PII], you also, and thanks for calling APL. Was there anything else I can help with?
[CUSTOMER][NEUTRAL] No, that'll do it for me.
[AGENT][POSITIVE] Alright, have a great day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][POSITIVE] Thank you