AccountId: 011433970860
ContactId: 1bc2a963-6ecf-49f7-b5e7-3fc76991bb3f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1174959 ms
Total Talk Time (AGENT): 199301 ms
Total Talk Time (CUSTOMER): 403237 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/1bc2a963-6ecf-49f7-b5e7-3fc76991bb3f_20250513T14:45_UTC.wav
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[AGENT][NEUTRAL] Oh, thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, hi. Uh, this is [PII] from provider's office. How are you doing today?
[AGENT][POSITIVE] I'm great, [PII], thanks for asking. How are you?
[CUSTOMER][POSITIVE] I'm doing good. Thank you so much for asking. And I'm looking for the, uh, you know, eligibility information regarding the patient.
[AGENT][NEUTRAL] Sure, then I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Um, yes, the callback number is [PII], that's [PII] and the extension [PII].
[AGENT][NEUTRAL] And what is the policy number of the member that you're calling to verify benefits for today?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Sorry, pardon?
[AGENT][NEUTRAL] The policy number of the member that you're calling to verify benefits for today?
[CUSTOMER][NEUTRAL] can
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Um, the member ID I have with me, that's 284357.
[AGENT][NEUTRAL] I'm sorry, that's not pulling up a policy.
[CUSTOMER][NEUTRAL] OK. Actually, I wanted to tell you one thing.
[AGENT][NEUTRAL] Do you have a copy of the card?
[CUSTOMER][NEUTRAL] Mm, no. Actually, I'll tell you what happened here. We have filed a claim to you guys, but it got, I mean, we received it back again with a letter from you guys stating that um the enclosed information was submitted to APL and we are unable to locate the correct policy with the information provided. And um
[CUSTOMER][NEUTRAL] You guys were if you like.
[AGENT][NEUTRAL] Do you have that member's social?
[CUSTOMER][NEUTRAL] Mm, actually, I just have um member's name, date of birth, and the address with me.
[AGENT][NEUTRAL] What is the member's first, what's the last name? Spell the last name for me, [PII].
[CUSTOMER][NEUTRAL] Sure. It's uh [PII]. I'll spell it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So I'm not sure if that's [PII].
[CUSTOMER][POSITIVE] Yes, that's right.
[AGENT][NEUTRAL] And what's the first name?
[CUSTOMER][NEUTRAL] That's [PII]. It's [PII].
[AGENT][NEUTRAL] I'm not showing [PII] in the system.
[CUSTOMER][NEUTRAL] Mm, can I help you with the member, uh, sorry, the, uh, date of birth as well?
[AGENT][NEUTRAL] No, we have to find the name in the system before we can look up the date of birth.
[AGENT][NEUTRAL] So you may wanna reach out to the member.
[CUSTOMER][NEUTRAL] OK. So [PII] and [PII], there is no one?
[AGENT][NEUTRAL] No, there's no one by that name. So you may have to reach out to the member to verify if you have a copy of his card to make sure that it is American Public Life listed on the card, because I know a lot of people, a lot of providers get us mixed up with um American Financial. I'm not saying that's the case, however, I'm not able to pull up the member with the name that you provided or if you don't have a policy number, maybe a social security number, something that will make.
[CUSTOMER][POSITIVE] Exactly, exactly.
[AGENT][NEUTRAL] So they will allow us to pull them up in the system, but as of right now the name is not being.
[AGENT][NEUTRAL] Pulled up in the system.
[CUSTOMER][NEUTRAL] OK. Can, can we check with the next one, the next member? Um, there is one member I listed. I'll give you that as well.
[AGENT][NEUTRAL] What is the policy number for this member?
[CUSTOMER][NEUTRAL] Just check whether if it is.
[CUSTOMER][NEUTRAL] That's 982-013-935.
[AGENT][NEUTRAL] So that's too long to be a policy number. Is that a policy number or is that a social?
[CUSTOMER][NEUTRAL] Uh, I don't think that's a social, actually.
[AGENT][NEUTRAL] Give me that number again.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] And what is that member's name?
[CUSTOMER][NEUTRAL] The last name is [PII]. That's [PII].
[CUSTOMER][NEUTRAL] The first name is [PII].
[AGENT][NEUTRAL] So it's, give me spell the last name again?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] So that's [PII].
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] And what's the first name?
[CUSTOMER][NEUTRAL] That's [PII], that's [PII].
[AGENT][NEUTRAL] Mm, I'm not finding her in the system either. Do you have a copy of her card or her social?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Mhm. No, not for this as well.
[CUSTOMER][NEUTRAL] OK. For now, this one also, there is nothing. We'll move to the next 1. [PII]. Actually, before, you know, uh, moving directly to the patient, we have been informed that uh we need to call and check whether you guys have any information about that number or not. So that's why we are making calls to you.
[CUSTOMER][POSITIVE] Thank you so much for your assistance as well.
[CUSTOMER][NEUTRAL] Can I give you the next member's information?
[AGENT][POSITIVE] Thanks for calling.
[AGENT][NEUTRAL] Sure, what is the policy number?
[CUSTOMER][NEUTRAL] Mm, here, it's alphanumeric actually. That's um
[CUSTOMER][NEUTRAL] H as in Hotel, P as in Peter, C as in Charlie. G as in Golf, 8,967,200.
[AGENT][NEUTRAL] I do apologize, but that's not a policy number here. Our policy number starts with numbers.
[CUSTOMER][POSITIVE] Perfect. OK. And uh do you like to, you know, check with the member's name as well?
[AGENT][NEUTRAL] What is the last name?
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] First name?
[CUSTOMER][NEUTRAL] That's [PII], that's [PII].
[AGENT][NEUTRAL] I'm not pulling that member up in the system either so are you receiving letters here from APL stating that we can't we can't locate those members?
[CUSTOMER][POSITIVE] Yes, exactly, yes.
[AGENT][NEUTRAL] So that means that they're not in the system here.
[CUSTOMER][NEUTRAL] Mhm. Yeah, even, uh, you know that it might not be in your system, but, uh, we're just double-checking that, uh, if it is in your member under the different member ID or something, uh, that's why we are trying to check before reaching out to the member.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Can we move to the next member?
[AGENT][NEUTRAL] Yes, what is the next member's policy number?
[CUSTOMER][NEUTRAL] Um, here this member's ID is also having a a new breaks. There are letters, so this is the incorrect, if I'm not wrong. I'll give you the member's last name.
[AGENT][NEUTRAL] What is the member's last name?
[CUSTOMER][NEUTRAL] Sure. That's [PII]. It's spelled as um [PII].
[AGENT][NEUTRAL] And the first name?
[CUSTOMER][NEUTRAL] That's [PII], that's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Not pulling her up in the system then.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, uh, uh, moment, a note, just a moment.
[CUSTOMER][NEUTRAL] OK. Can I give you the next member's information?
[AGENT][NEUTRAL] Yes, how many more members do you have to search for?
[CUSTOMER][NEUTRAL] Uh, just, um, 3 more, including this 3 more.
[AGENT][NEUTRAL] What is the policy number?
[CUSTOMER][NEUTRAL] That's 743-378-210.
[AGENT][NEUTRAL] It's too long to be a policy number. What is the member's last name?
[CUSTOMER][NEUTRAL] That's [PII], that's [PII].
[AGENT][NEUTRAL] First name?
[CUSTOMER][NEUTRAL] [PII], that's [PII].
[AGENT][NEUTRAL] Not pulling that member up in the system either. What's your next member's name?
[CUSTOMER][NEUTRAL] One moment here I'm pulling up the member.
[CUSTOMER][NEUTRAL] 935159.
[CUSTOMER][NEUTRAL] the members, OK. This member has uh alphanumerics member ID that's not the one. I'll give you the member's last name. Are you ready?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That's [PII]. Uh, the last name is spelled as [PII], [PII]. That's the last name. First name is [PII], that's [PII].
[AGENT][NEUTRAL] What city and state does [PII] live in?
[CUSTOMER][NEUTRAL] Sorry? Pardon?
[AGENT][NEUTRAL] What is the city and state does [PII] live in?
[CUSTOMER][NEUTRAL] Oh, city? Oh, let me check.
[CUSTOMER][NEUTRAL] [PII] is in [PII].
[AGENT][NEUTRAL] And what state
[AGENT][NEUTRAL] I mean, what the city is [PII] is the state, but what is the city because there's, this is a broad name.
[CUSTOMER][NEUTRAL] City oh
[CUSTOMER][NEUTRAL] Um, city I have here is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What is his date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] So you're gonna have to reach out to the member to verify his correct policy number as well because I'm not showing him his, his name is too broad.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got that.
[AGENT][NEUTRAL] What's the next member's last name?
[CUSTOMER][NEUTRAL] Can we
[CUSTOMER][NEUTRAL] Uh, it would be the last one. Just give me a moment.
[CUSTOMER][NEUTRAL] 767-7 um what is.
[CUSTOMER][NEUTRAL] OK mm.
[CUSTOMER][NEUTRAL] Members.
[CUSTOMER][NEUTRAL] Last name is [PII]'s uh [PII].
[CUSTOMER][NEUTRAL] That's the last name. First name is [PII]. That's [PII].
[AGENT][NEUTRAL] I'm not showing this memory in the system either.
[CUSTOMER][NEUTRAL] OK. All right. Um, can you give me the reference number for uh today's call?
[AGENT][NEUTRAL] We don't provide those day however, you can use my name in today's date as a reference.
[CUSTOMER][POSITIVE] Perfect. Can you spell your name as well for my documentation?
[AGENT][NEUTRAL] [PII] and today's date of the reference.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Can you help me with the initial to the last?
[AGENT][NEUTRAL] R as in Romeo.
[CUSTOMER][POSITIVE] Perfect. Thank you so much, [PII]. No, I got the information I was looking for, and I really appreciate your assistance. Thank you so much for your help. You have a wonderful day and stay safe. Bye for now.
[AGENT][POSITIVE] Thanks. Goodbye.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] Hello [PII].