AccountId: 011433970860
ContactId: 27dd8426-6686-400e-8769-5002111065b0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219720 ms
Total Talk Time (AGENT): 62447 ms
Total Talk Time (CUSTOMER): 92003 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/27dd8426-6686-400e-8769-5002111065b0_20250321T13:51_UTC.wav
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[AGENT][POSITIVE] Good Morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII]. I'm calling from provider's office to check the claim status.
[AGENT][POSITIVE] It would be my pleasure to assist you with that claim status. Did you say your name was [PII]?
[CUSTOMER][NEUTRAL] Yeah, that's right, my name is [PII].
[AGENT][NEUTRAL] [PII], thank you. And what is a good callback number?
[CUSTOMER][NEUTRAL] The callback number is [PII] and it's your direct line.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] Number is 3 consecutive 0 165357.
[AGENT][NEUTRAL] That does not sound like an APL policy number. Do you happen to have an APL claim number?
[CUSTOMER][NEUTRAL] Mm, one moment, let me check.
[CUSTOMER][NEUTRAL] Yeah, I do have a claim number. Yeah. The claim number is 02082024 E as in Echo 004303.
[AGENT][NEUTRAL] That is not the APL claim number either. Is that the primary insurance claim?
[CUSTOMER][NEUTRAL] No, it's a secondary insurance.
[AGENT][NEUTRAL] OK. What is the patient's last name?
[CUSTOMER][NEUTRAL] So Medicare supplementary. Yeah, sure. The member's name it is, last name it is.
[AGENT][NEUTRAL] Now, now, we'll tell you, I'm sorry, [PII], we are, we are not Medicare.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] We, we do not have Medicare supplemental policies.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mhm. But it shows the, the insurance name is American Public Life. Mhm.
[AGENT][NEUTRAL] OK, let's do name search. What's the last name of the patient?
[CUSTOMER][NEUTRAL] Yeah, the patient name is [PII], and then last name it's spelled as [PII].
[AGENT][NEUTRAL] And the first name was [PII]?
[CUSTOMER][NEUTRAL] [PII] Yeah.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Do you happen to have the social for the patient?
[CUSTOMER][NEUTRAL] Yes, yeah, sure, one second please.
[AGENT][NEUTRAL] Or an APL ID card.
[CUSTOMER][NEUTRAL] Yeah. The Social Security number is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So I'm not pulling up the patient by name or social.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Do, do you happen to have the APL ID card? We can check that.
[CUSTOMER][NEUTRAL] Yeah, sure. One moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] One moment, still checking for us.
[AGENT][POSITIVE] All right. Thank you. Take your time.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah