AccountId: 011433970860
ContactId: 264d5704-fbba-4127-a6a5-09c4889a0ce7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 510839 ms
Total Talk Time (AGENT): 197103 ms
Total Talk Time (CUSTOMER): 215192 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/264d5704-fbba-4127-a6a5-09c4889a0ce7_20250321T19:08_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling you from Health Images at Longmont, and I was following up on um a claim or a bill that we sent you guys on a member um to see if you received it and what the status was.
[AGENT][POSITIVE] It would be my pleasure to help you with that claim status, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] Yes ma'am [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number?
[CUSTOMER][NEUTRAL] It is 683-310-648.
[AGENT][NEUTRAL] Is that a social?
[CUSTOMER][NEUTRAL] You know, I, it kind of looks like it.
[AGENT][NEUTRAL] Because that's not our policy number. Let's do a name search. What's your last name?
[CUSTOMER][NEUTRAL] Nope, but let's see his.
[CUSTOMER][POSITIVE] Yep, it's [PII] or [PII] [PII]
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I want to say [PII], but maybe.
[CUSTOMER][NEGATIVE] It's not what it is.
[AGENT][POSITIVE] That was exactly what I was thinking.
[AGENT][NEUTRAL] I'm like, I wonder if they're a cuddy buddy. I'm like, OK. All right. What's the first name?
[CUSTOMER][POSITIVE] It's funny.
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] It's Friday afternoon, isn't it?
[CUSTOMER][NEUTRAL] It's um
[CUSTOMER][NEUTRAL] You know what, we all have the same mentality. I've been on with a few reps and they're like one says I'm awake this morning, I think the other one says I'm just having an off day the full moon.
[AGENT][NEUTRAL] Hm.
[AGENT][POSITIVE] Exactly.
[AGENT][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Um, it's [PII] or it's [PII] mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] Oh my goodness.
[CUSTOMER][NEUTRAL] Yeah, it's showing up as [PII] Cuddy.
[AGENT][NEUTRAL] So is [PII] one word, one name, one word?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] No, it's two separate.
[CUSTOMER][POSITIVE] And I've got a social if that's easier for you.
[AGENT][NEUTRAL] [PII], can you hear me?
[CUSTOMER][NEUTRAL] Yes, can you hear me?
[AGENT][POSITIVE] Oh, my goodness, I don't know. OK. Yes, I can hear you now. Thank you.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] OK, good. I was, you know, I was just getting ready to say hello, are you there?
[AGENT][NEUTRAL] I was, oh, that's what I was saying. I was like, hello, can you hear me?
[AGENT][NEUTRAL] Oh, well, we're back together. What's the social?
[CUSTOMER][POSITIVE] Oh my goodness.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hm.
[AGENT][NEGATIVE] Not coming up under a cuddy.
[AGENT][NEUTRAL] I wonder if it's [PII] Cuddy maybe. No, that would pull his.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Huh.
[AGENT][NEUTRAL] Hm, and you said you sent a claim. Do you happen to have an ID card for APL?
[CUSTOMER][NEUTRAL] Let me see if I
[CUSTOMER][NEUTRAL] You know, let me see if they've got one in here. I even have an authorization note in here from American Public Life Insurance.
[AGENT][NEUTRAL] See, we don't, we don't give authorization.
[CUSTOMER][NEUTRAL] Um, located the.
[CUSTOMER][NEUTRAL] Huh.
[AGENT][NEUTRAL] Because we're secondary, we don't require authorization.
[CUSTOMER][NEUTRAL] Work for.
[CUSTOMER][NEUTRAL] Yeah, it says no authors required. They just spoke to somebody there and that person was able so let me look and see if I can find a like an insurance card.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] And I'm gonna look up
[AGENT][NEUTRAL] Different ways and you said C as in Charlie, U, D as in Delta, D as in delta, Y like.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Buddy with a [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, I am not seeing anything. Let me see what this.
[AGENT][NEUTRAL] And is done
[AGENT][NEUTRAL] [PII], is that [PII]?
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] No, so it's [PII]
[AGENT][NEUTRAL] Hey, let me try that.
[CUSTOMER][NEUTRAL] And then [PII]
[AGENT][NEUTRAL] Oh, [PII], OK.
[AGENT][NEUTRAL] Well, I just took that to somewhere. I'm so sorry. That's, I'm still trying to locate her.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] OK, I'm gonna try [PII]. Let's see if anything comes up with that.
[AGENT][NEUTRAL] And that representative said that we were able to locate the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's what it's saying by the name and the date of birth.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] But then I go into a different screen and it says benefits were not gathered so I'm not sure.
[AGENT][NEUTRAL] It might be that we, we were able to tell that um authorization is not required because none of our policies require that. I just don't.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Require it
[AGENT][NEUTRAL] Yeah, but you said the note said that we're able to locate her.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah, that's the weird thing.
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] I am trying under [PII] together. I'm trying separated [PII], I'm trying [PII].
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] And we tried the social.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] OK, so it doesn't look like it's working.
[CUSTOMER][POSITIVE] Yeah because we've got everything in there.
[AGENT][NEUTRAL] And no, is there an ID card?
[AGENT][NEUTRAL] Did you find one?
[CUSTOMER][NEUTRAL] There's not any ID card that's my issue, no, there's nothing it's just driver's licenses let me look at this other report and see if it has it on it.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] You know what I'm gonna try is [PII]. I don't think it'll be that, but you know, sometimes.
[AGENT][NEUTRAL] I'm, I mean, I'm trying every combination I can, I can to locate her.
[CUSTOMER][NEUTRAL] Yeah, you are.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And see in on the order that is from, let's see the order.
[CUSTOMER][NEUTRAL] So American Public Basic core.
[AGENT][NEUTRAL] Wait a minute what?
[CUSTOMER][NEUTRAL] PO Box prosper.
[CUSTOMER][NEUTRAL] That's weird. It says insurance is American Public Basic core that is not you guys.
[AGENT][NEUTRAL] That is not, I've never heard of that.
[CUSTOMER][NEUTRAL] I have not either.
[CUSTOMER][NEUTRAL] So that's weird.
[CUSTOMER][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] And I think it's wrong because.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Uh that's her address, so that is odd.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] But you can't locate her in there at all, huh?
[AGENT][NEGATIVE] Out of all the combinations I've tried, nothing is coming up.
[CUSTOMER][NEUTRAL] Nothing. OK, well, I'll have to get with the patient and see then.
[AGENT][NEUTRAL] Yeah, ask her if she's got an ID card.
[CUSTOMER][NEUTRAL] Because I just don't see anything in here.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Because it it literally there's nothing else in here to go off of so OK well my goodness.
[AGENT][NEUTRAL] Let me ask, let me ask you one more thing, is she the policy holder? Do you have that information or is she a dependent?
[AGENT][NEUTRAL] Could she be
[CUSTOMER][NEUTRAL] Uh, let me look here if it says, nope, it says she's the policyholder.
[AGENT][NEUTRAL] Oh man, I was trying to find something.
[CUSTOMER][NEUTRAL] I know, me too, lady. I'm like, bye.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh well, I'm gonna have to get in touch with her.
[AGENT][NEUTRAL] Well, if you get an, an APL American Public Life Insurance policy number.
[CUSTOMER][NEUTRAL] Because this is not
[AGENT][NEUTRAL] Or ID card, call us back so we can help you, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I will for sure [PII], thank you so much. Do you guys provide reference numbers for the calls?
[AGENT][NEUTRAL] It will be my name and today's date, and I spell my name [PII].
[CUSTOMER][NEUTRAL] Uh
[AGENT][POSITIVE] [PII], it's been a pleasure to try to help you this afternoon. I hope you have a good afternoon and a very happy weekend.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] You, I really.
[CUSTOMER][POSITIVE] Thank you you as well, hon. bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Uh-huh. Bye-bye.