AccountId: 011433970860
ContactId: 214a534f-3955-414a-b178-9a97b4471dbe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 702940 ms
Total Talk Time (AGENT): 251222 ms
Total Talk Time (CUSTOMER): 176649 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/214a534f-3955-414a-b178-9a97b4471dbe_20250324T16:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, please. My name is [PII]. And can you please help me regarding the claims?
[AGENT][NEUTRAL] All right, you are willing to check the status of the claim?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, um, do you have a policy with APO or are you a provider?
[CUSTOMER][NEUTRAL] I'm a provider.
[AGENT][NEUTRAL] Calling from office of provider.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, what is the patient's name and policy number, please?
[CUSTOMER][NEUTRAL] Uh, give me a moment. OK, policy number is 9,017,500.
[CUSTOMER][NEUTRAL] And the patient name is uh [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Um, policy number you said 9,015,700.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, the
[CUSTOMER][NEUTRAL] No, that is not 579,017,500.
[AGENT][NEUTRAL] OK, um, the policy number doesn't match with the characters we use for our um policy numbers. We also refer it as certificate number in case you are looking at a policy ID card.
[AGENT][NEGATIVE] It should start with a 0.
[CUSTOMER][NEUTRAL] Mm, so can you please check what member name?
[AGENT][NEUTRAL] Um, sorry, can you repeat the question?
[CUSTOMER][NEUTRAL] Yeah, I'm just asking that uh if the policy number is not valid. So can you please check by the member name?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yes, I can check with his last name or his social security number.
[CUSTOMER][NEUTRAL] OK, so the last name of member I have.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Surgical.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] This is the last thing.
[AGENT][NEUTRAL] OK. Can you repeat to me that, please?
[AGENT][NEUTRAL] I have [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. All right.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, and let me just a second while the system tries to load it up.
[AGENT][NEUTRAL] Is his name [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see if we are able to find it.
[AGENT][NEUTRAL] And what state is this was this policy issued?
[CUSTOMER][NEUTRAL] The policy effective date you're asking about?
[AGENT][NEUTRAL] Uh, no, um, in what state is it?
[CUSTOMER][NEUTRAL] OK. And the state, state is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEGATIVE] Um, unfortunately, I'm not being able to find um.
[AGENT][NEUTRAL] The patient's policy number either the information. Is this the applicant or is this uh dependent on the policy?
[CUSTOMER][NEUTRAL] Mm let me see.
[CUSTOMER][NEUTRAL] Mm, this is the applicant as I see.
[AGENT][NEUTRAL] The applicant? um.
[AGENT][NEUTRAL] I'm not being able to find the policy. Do we have a um social security number that we can use probably?
[CUSTOMER][NEUTRAL] Mm let me check.
[CUSTOMER][NEUTRAL] Uh, actually, I do not have the Social Security number, but I have the member's insurance ID card. So, uh, as you're stating the policy number, there is, uh, the policy number is 9,017,500, and at the last, there is A and L.
[AGENT][NEUTRAL] A N L
[CUSTOMER][NEUTRAL] So can you please check by it if this is the correct one?
[AGENT][NEUTRAL] Yes, because our policy numbers start with a 0102 and it's a eight digit um character.
[CUSTOMER][NEUTRAL] So means you are not able to check with the policy number as well that I provided you.
[AGENT][NEUTRAL] No, it is not a valid um policy ID number for our product, and I don't, I'm not being able to find it by his last name, neither his first name.
[CUSTOMER][NEUTRAL] OK, let me check.
[AGENT][NEUTRAL] If we had a um social security number, it could help.
[AGENT][NEUTRAL] Um, let me see, um, um.
[CUSTOMER][NEUTRAL] Mm Social Security.
[AGENT][NEUTRAL] Is there a claim number that we could probably use?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Yeah, I do have the claim number. Please allow me a moment. Let me check.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, OK. So the claim number I have that is 2006474881.
[AGENT][NEUTRAL] All right, thank you very much. Um, I have all the information for the insured. I will go ahead and transfer um the call to the claims department so they can go ahead and try to pull up his policy with the claim number, right?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. Oh, before I do so, um, can I have a callback number, please?
[CUSTOMER][NEUTRAL] Yeah, callback number is [PII].
[AGENT][NEUTRAL] All right, thank you very much, Mr. [PII]. I will go ahead and um transfer you to the claims department.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][POSITIVE] Good morning thank you for calling APL this is.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Hello, good morning.
[AGENT][NEUTRAL] Hello, this is [PII] in customer service. Is this [PII] you said?
[CUSTOMER][NEUTRAL] Hi
[AGENT][NEUTRAL] Huh?
[CUSTOMER][NEUTRAL] It is.
[AGENT][NEUTRAL] Oh sorry, I, I.
[CUSTOMER][NEUTRAL] Yeah, it is [PII].
[AGENT][NEUTRAL] Sorry, I, um, I don't, I'm not sure if it's my internet or your internet that doesn't really kind of can't hear very well.
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] I can hear you fine. I can hear you, [PII]. Mhm.
[AGENT][NEUTRAL] OK, um, alright, I have a call from a provider's office willing to check on a claim status.
[CUSTOMER][NEUTRAL] OK, so it's a provider's office needing claim status, is that right?
[AGENT][NEUTRAL] Mhm. Yes, and the person calling is [PII].
[CUSTOMER][NEUTRAL] Yes, I.
[CUSTOMER][NEUTRAL] OK. And what is [PII]'s callback number, [PII]?
[AGENT][NEUTRAL] Um, I
[AGENT][NEUTRAL] Um, I got it. Call back is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, thank you. And what is the policy that he's calling on, [PII]?
[AGENT][NEUTRAL] Alright, he gave me the name [PII]. Um, I wasn't able to find the policy neither with um the last name.
[AGENT][NEUTRAL] Or he he wasn't able to provide a social security number either, um, but he gave me a claim number.
[AGENT][NEUTRAL] I'm not sure if that would work.
[CUSTOMER][NEUTRAL] So what's the, what's the claim number?
[AGENT][NEUTRAL] 200.
[AGENT][NEUTRAL] 64.
[AGENT][NEUTRAL] 74.
[AGENT][NEUTRAL] 881.
[CUSTOMER][NEUTRAL] OK, now that's not our claim number, but I'll be happy to talk to him and see if I can direct him as to who he would need to speak to.
[AGENT][NEUTRAL] OK, because I wasn't able to find anything on him.
[CUSTOMER][NEUTRAL] OK. How did he spell the, the insured's last name?
[AGENT][NEUTRAL] Um, [PII]
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] And you said first name was [PII] Is that correct?
[AGENT][POSITIVE] Mhm. Yes, that is correct.
[CUSTOMER][POSITIVE] OK. Well, I will be happy to speak to [PII] then. I can help him.
[AGENT][POSITIVE] Thank you, thank you.
[CUSTOMER][NEUTRAL] You're welcome. OK, [PII].
[CUSTOMER][NEGATIVE] You are on hold.