AccountId: 011433970860
ContactId: 1a8305ad-5a93-4ec7-8208-bf13686b8766
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 601010 ms
Total Talk Time (AGENT): 160385 ms
Total Talk Time (CUSTOMER): 214621 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/1a8305ad-5a93-4ec7-8208-bf13686b8766_20250307T18:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling on behalf of provider's office and I'm checking on claim status. Could you help me with this?
[AGENT][NEUTRAL] Yeah, I could check on a claim for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you, and if you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I do have policy number.
[CUSTOMER][NEUTRAL] That is 0916450.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] Um, I don't think I heard that policy number correctly, [PII]. I apologize. Could you repeat that?
[CUSTOMER][NEUTRAL] Sure, it's 0916450.
[CUSTOMER][NEUTRAL] That one
[AGENT][NEUTRAL] OK, um, what was the name and date of birth for this number?
[CUSTOMER][NEUTRAL] Member is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, so this is not the correct policy number for that member [PII], um, do you happen to have their social? I could search for them that way.
[CUSTOMER][POSITIVE] Yes, I can help you out with the social. You want the last four digits?
[AGENT][NEUTRAL] It would have to be the full social.
[CUSTOMER][NEUTRAL] OK. So the social is [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I did
[CUSTOMER][NEUTRAL] I did see it
[AGENT][NEUTRAL] OK, I did not get a result with that social, um, the last thing I can try is, uh, so if you wouldn't mind spelling out the first and last name for me.
[CUSTOMER][NEUTRAL] Sure. So the first name is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And coming to the last name, it's [PII]. So [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Got it thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah yeah.
[AGENT][NEUTRAL] And then what was that date of birth? I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, no, I don't have uh that number in our system [PII].
[CUSTOMER][NEUTRAL] OK. Just allow me a second, OK?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Let me just check if I have the.
[CUSTOMER][NEUTRAL] Any other member ID just a second.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So you do not have the member on file, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. And could you check for the next member?
[AGENT][NEUTRAL] Uh, sure, one moment.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] And I'm really sorry, uh, you said your name is [PII], right?
[AGENT][NEUTRAL] Uh, it's [PII]
[AGENT][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Yes, uh, and I'm ready for that next policy number.
[CUSTOMER][NEUTRAL] Sure. It's 264-135678.
[AGENT][NEUTRAL] OK, so that's too long to be one of our policy numbers, [PII]. Um, just to verify, uh, you were trying to reach American Public Life, correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, so that's not one of our policy numbers.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And, uh, could you also verify the claim mailing address to me?
[AGENT][NEUTRAL] Sure, uh, our mailing address is [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. And you also do not have this, this member also on file, right?
[AGENT][NEUTRAL] That's not one of our policy numbers. If you have this member's social, I can try searching that way.
[CUSTOMER][NEUTRAL] Yes, I do have a, uh, actually,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The social is the same which I gave you.
[AGENT][NEUTRAL] Oh, so that was their social, OK.
[AGENT][NEUTRAL] What was this member's name?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Member is [PII].
[AGENT][NEUTRAL] OK, so I didn't get that result with the social so it does not appear that they are in our system either.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] It'll be [PII]
[CUSTOMER][NEUTRAL] OK, not a problem. Could you check for the next member?
[AGENT][NEUTRAL] Um, one moment, I'm actually going to search this number through with their name. You said that was [PII]?
[CUSTOMER][NEUTRAL] No, uh, you want me to spell the last name?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] There girls hotel, OK.
[AGENT][NEUTRAL] OK, no, yeah, I don't have anyone with that name in our system.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Project for the next member.
[AGENT][NEUTRAL] Yes, go ahead with that policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I guess you will find this one. So the member ID is Alpha Tango X-ray 6596603.
[AGENT][NEUTRAL] OK, so our policy numbers don't have letters at the beginning, [PII], so that doesn't appear to be one of ours either.
[AGENT][NEGATIVE] No, I got no results with that.
[CUSTOMER][NEUTRAL] Could you check
[CUSTOMER][NEUTRAL] With the number also, [PII].
[AGENT][NEUTRAL] I, yes.
[AGENT][NEGATIVE] I did try just the number it did not work.
[CUSTOMER][POSITIVE] Perfect. Could you check for the next one?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] We check when uh this 1. [PII].
[AGENT][NEUTRAL] No, that's too long to be one of our policy numbers, [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Could you check with the patient's full name and date of birth?
[AGENT][NEUTRAL] Do you have their soci[PII]?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, yeah, OK, um, if you wouldn't mind spelling out the first and last name please?
[CUSTOMER][NEUTRAL] Sure, I will. Uh, first name is [PII].
[CUSTOMER][NEUTRAL] [PII]. So [PII]. Coming to the last name is [PII]. Sounds [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] That I love it a little bit.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] What state does [PII] live in?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, I don't have that member in our system either.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We check for the next one?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Next number is [PII].
[AGENT][NEUTRAL] No, that's too long to be one of our policy numbers, [PII].
[CUSTOMER][NEUTRAL] Could you check with the patient's full name?
[AGENT][NEUTRAL] Yes, um, one moment.
[AGENT][NEUTRAL] OK, yeah, and
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hey, [PII], are you there with me?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Get out you there with me?
[CUSTOMER][NEUTRAL] Hey [PII], are you there with me?
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] Hello, are you there with me?
[CUSTOMER][NEUTRAL] Hello.