AccountId: 011433970860
ContactId: 18a3a988-aeef-4f93-b094-1727f1470575
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 360579 ms
Total Talk Time (AGENT): 103544 ms
Total Talk Time (CUSTOMER): 156394 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/18a3a988-aeef-4f93-b094-1727f1470575_20250602T15:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] here to check on our client status.
[AGENT][POSITIVE] All right. I'm happy to check. Yeah, I'm happy to check on a claim for you. Can I get the patient's policy number?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yeah, it's D as in Delta 47673331.
[AGENT][NEUTRAL] Unfortunately, that wouldn't be our policy number. Do you have a certificate number and hospital number, anything like that?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I, I want to get it into the correct department because previously I did it the same. This is 90-degree benefits insurance, am I right?
[AGENT][NEUTRAL] We're APL, so we're American Public Life. We're not 90 degree benefits, no.
[CUSTOMER][NEUTRAL] I'm
[CUSTOMER][NEUTRAL] OK. So, do you have any like,
[CUSTOMER][NEUTRAL] Either you can transfer me to any one of them. Do you have any options like that?
[AGENT][NEUTRAL] I can look for the patient. Do you have their name or social? We can check that way to see if we can find their policy.
[CUSTOMER][NEUTRAL] Yeah, sure. The member's name is [PII].
[CUSTOMER][NEUTRAL] Uh spells like [PII]. This is the first name and the last name is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You need the date of birth?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] OK. Date of birth is [PII].
[AGENT][NEUTRAL] Let me take a look here, one moment.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Do you want the SSN number?
[AGENT][NEUTRAL] So yeah it's not pulling up any sort of patient plan with that information I was trying to see if I had another number that you could contact for claims.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, can you please provide that number?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, you can find this number in your plan also because I do see it, uh, I dialed the right member, but I don't know how we directed to you before previously I spoke with her. She said she'll be transferring to another department and she's transferred to you.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm not even able to find the patient's policy number. Do you have a claim? Do you have anything else?
[CUSTOMER][NEUTRAL] Uh-huh
[CUSTOMER][NEUTRAL] I do have a claim number.
[AGENT][NEUTRAL] What's the claim number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 202405220136.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] So that's not one of our claim numbers. It's too long uh to be a claim number for us.
[CUSTOMER][NEUTRAL] OK. I do have a question in the IVR session. Like in the IVR it's, it's classifying into 4 types, right?
[CUSTOMER][NEUTRAL] So, uh where I need to get in to get a claim status for um medical claims for a professional claims because they gave you the number.
[AGENT][NEUTRAL] So that number that I gave you.
[AGENT][NEUTRAL] The number I gave you is who you need to contact for claims.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, yeah, that number only contacted and it transferred to you. That's what I'm trying to say. I'm speaking to that number only.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] I apologize for the confusion. I am showing that all claims for IMA like through um 90 degree benefits go through [PII], click option one.
[CUSTOMER][POSITIVE] Option one. OK. Thank you so much for providing the information. Can I have a call reference for this one under your good name?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] That's my name with today's date. My name again is [PII], that's [PII] and my last initial is [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much for providing the information. Have a great day, [PII].
[AGENT][POSITIVE] You're welcome. You too. Bye bye.
[CUSTOMER][NEUTRAL] OK bye.