AccountId: 011433970860
ContactId: 27a9a906-1ac3-4313-9947-0821c5966496
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 753520 ms
Total Talk Time (AGENT): 343431 ms
Total Talk Time (CUSTOMER): 275652 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/27a9a906-1ac3-4313-9947-0821c5966496_20250107T14:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. How you doing?
[AGENT][POSITIVE] I'm good how are you, [PII]?
[CUSTOMER][NEUTRAL] I'm OK. I'm calling to initiate an inpatient authorization, please.
[AGENT][NEUTRAL] OK, uh, can I get a good callback number for you, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what uh facility are you calling with?
[CUSTOMER][NEUTRAL] I'm calling from Delray Medical Center.
[AGENT][NEUTRAL] OK, do you have your patient's policy number?
[CUSTOMER][NEUTRAL] I have 272-813.
[AGENT][NEUTRAL] OK, give me just one moment, let me see if I can get that pulled up.
[CUSTOMER][NEUTRAL] Well
[AGENT][NEUTRAL] Is that their group number or is that their ID?
[CUSTOMER][NEUTRAL] I do not have the member insurance card.
[AGENT][NEUTRAL] OK, um, do you happen to have their social?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let's see if that pulls anybody.
[AGENT][NEUTRAL] It did not, that doesn't mean they're not in our system though um what's their name?
[CUSTOMER][NEUTRAL] First name is [PII]
[CUSTOMER][NEUTRAL] Last name [PII]
[CUSTOMER][NEUTRAL] Birthday, you need the birthday?
[AGENT][NEUTRAL] Sure, you can go ahead and provide that.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You are [PII], right?
[AGENT][NEUTRAL] We are, and you said the, the first name was [PII]?
[CUSTOMER][NEUTRAL] You, yes, [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I do not have a [PII] in my system, uh, by name or by social, um.
[AGENT][NEUTRAL] If you don't mind me asking, what does, you said you don't have their card though, right?
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Um, let me see if that is a group number that was provided to you. Maybe I can find something there.
[CUSTOMER][NEUTRAL] So that's not the right uh ID number, right?
[AGENT][NEUTRAL] Yeah, that's not an ID number it's not a group number and I don't have his name or social in my system um it could be that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Even though we are listed or maybe he used to have something with us, um.
[CUSTOMER][POSITIVE] Happy days
[CUSTOMER][NEUTRAL] Maybe there is a third party involved.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] We don't use third parties as far as our insurance like whenever you have insurance with us, you call and you talk to us so, um, without the ID number like I said I'm not, I'm not pulling his name or his social so I'm not really sure um what yeah what the insurance actually is we do work.
[CUSTOMER][NEGATIVE] Please don't
[CUSTOMER][NEUTRAL] 1 inch, OK.
[CUSTOMER][NEUTRAL] What insurance company are you?
[AGENT][NEUTRAL] We're American Public Life, um, we are abbreviated by APL, but he could have something so one of our, I guess you could call it like a sister company is American Fidelity and sometimes even though um they work like maybe their coverage is with American Fidelity, our company will also be listed because sometimes they may be.
[CUSTOMER][NEUTRAL] Yeah, that's what we don't.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, kind of double covered, you know, they may have some benefits with them and some benefits with us, but again, yeah, but with
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What are you OK?
[CUSTOMER][NEUTRAL] Do you have the number for them?
[AGENT][NEUTRAL] I do, let's see, let me, let me see if I can.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What's the first initial to your last name please [PII]?
[AGENT][NEUTRAL] Pull something
[AGENT][NEUTRAL] It is [PII]
[AGENT][NEUTRAL] Let me see if I can get that information pulled up.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Sorry, it's taking just a minute to get it loaded.
[CUSTOMER][NEUTRAL] Was it American? What is it? Fidel?
[AGENT][NEUTRAL] Fidelity, F as in Frank.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I D E L I T Y.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm um let's see if I can get you over to someone. I may be able to um get you transferred.
[AGENT][NEUTRAL] To see if they have anything there um but let me get.
[AGENT][NEUTRAL] That information pulled up.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] Did they tell you what type of insurance they had?
[CUSTOMER][NEUTRAL] I'm on, I'm working on, uh, I really don't know. I didn't register the patient. I'm sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, that's OK.
[CUSTOMER][POSITIVE] Thanks for helping me.
[AGENT][POSITIVE] No problem at all. So their customer support number is going to be 1800.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 662.
[CUSTOMER][NEUTRAL] Um-hum.
[AGENT][NEUTRAL] 111 3.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and that is for American Fidelity, um, as far as reaching out for any claims assistance or, um, any benefit assistance.
[AGENT][NEUTRAL] Um, I don't, I don't know that they have anything. I don't, I don't have them in my system to kind of look them up, but they might.
[CUSTOMER][NEUTRAL] OK then so let me call them then.
[AGENT][POSITIVE] OK, I'm so sorry, [PII], but I hope you have a great day.
[CUSTOMER][NEUTRAL] No, no, no, it's fine thank you so much can you transfer me or do I have to call them direct?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Um, yeah, let me see if I can get you transferred. Hang on just a second. No problem.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] What? You are on hold.
[CUSTOMER][POSITIVE] Thank you for calling American Fidelity.
[CUSTOMER][NEUTRAL] If you know your party's extension, you may dial it now. You can say why you're calling or press 9 for the menu. If you are an employer, say employer or press 2.
[CUSTOMER][NEUTRAL] For help with your insurance claim, leave requests or benefits questions. Say insurance or press 3. For help with your flexible spending account, health savings account, or health reimbursement arrangement, say reimbursement accounts or press 4. For help with annuities, say annuities or press 5. To make a payment, say payment or press 6.
[CUSTOMER][NEUTRAL] If you are leaving your employer or retiring and want to keep your policy, say keep my policy or press 7. For help with your online account, say account or press 8, or to repeat these options, say repeat or press 9.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] For help with accident, cancer, or disability insurance, say insurance or press 1. For help with life insurance, say life insurance or press 2. To make a payment, say make a payment or press 3. For help with leave requests, say leave or press 4. To return to the main menu, say main menu or press 9.
[CUSTOMER][NEUTRAL] For help with your insurance claim, leave requests or benefits questions. Say insurance or press 3. For help with your flexible spending account, health savings account, or health reimbursement arrangement, say reimbursement accounts or press 4.
[CUSTOMER][NEUTRAL] Thank you. For help with accident, cancer, or disability insurance, say insurance or press 1. For help with life insurance, say life insurance or press 2. To make a payment.
[CUSTOMER][NEUTRAL] To help expedite your call, we can verify your account now, say or enter the last 4 of your Social Security number. To skip this step, say skip or press 1.
[CUSTOMER][NEUTRAL] Thank you. Say or enter your zip code.
[CUSTOMER][NEUTRAL] Sorry, the zip code you entered is not valid. Say or enter your zip code.
[CUSTOMER][NEUTRAL] Sorry, the zip code you entered is not valid. Let's try it with the dial pad on your phone. Please enter your zip code.
[CUSTOMER][NEUTRAL] Sorry, we were not able to verify your identity. Please have your information available when you are connected to our team. I am connecting you now. Your call will be recorded for quality and training purposes. Your estimated wait time is 5 minutes.
[CUSTOMER][POSITIVE] Thank you for calling American Fidelity. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] with American Public Life. How are you?
[CUSTOMER][POSITIVE] Doing well thank you how are you?
[AGENT][NEUTRAL] I'm good um I have a provider's office on the other line and they were trying to contact us for um benefit and authorization information um but I'm not finding this insured in our system anywhere either by social or name and date of birth, so she actually does not have a card and said that it it was either.
[AGENT][NEUTRAL] American Fidelity or APL and so I was like, OK, so I thought I would call and see if you might have them in your system and if so I can transfer and if not I can let her know.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure. What type of insurance policy is this for?
[AGENT][NEGATIVE] She doesn't, she doesn't know anything. She didn't like register.
[CUSTOMER][NEUTRAL] Is it, is she like trying to file medical insurance or?
[AGENT][NEUTRAL] I think so because she was wanting to initiate an inpatient authorization and like verify benefits.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, yeah, so, um, I can look her up to see if she has an account with us. However, we don't do medical insurance claims we're a supplemental insurance company, so we provide, um, insurance policies like cancer, disability, stuff like that.
[AGENT][NEUTRAL] Yeah, I mean, that's.
[CUSTOMER][NEUTRAL] Do you have her social?
[AGENT][NEUTRAL] Yeah, so the patient social is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm not pulling up anybody under that social security number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I didn't think you would honestly, but I was like, well, you know, we'll see.
[CUSTOMER][NEUTRAL] I mean, doesn't hurt to cry, right?
[AGENT][POSITIVE] Yeah, exactly, exactly. OK, thank you, [PII].
[CUSTOMER][POSITIVE] You have a good day.
[CUSTOMER][POSITIVE] Thank you bye.
[AGENT][NEUTRAL] Alright, bye-bye.
[AGENT][NEUTRAL] Miss [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I actually was able to get in touch with them and I was going to get all of that information um pulled up on their end before I got you transferred so you wouldn't have to repeat any of it and they were unable to pull Mr. [PII] as well so I'm not sure what insurance he has, but it is not with us or American Fidelity as far as we can tell based off of the social.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK then.
[CUSTOMER][POSITIVE] OK, no problem. OK, let me reach out to the patient. thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're very welcome, Miss [PII]. Have a great day.
[CUSTOMER][POSITIVE] Same to you. Thank you so much for your help. OK, bye.
[AGENT][POSITIVE] Thank you. Yes, ma'am, of course, bye bye.