AccountId: 011433970860
ContactId: 2b6af943-223e-45ae-960c-f725970e825c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 308660 ms
Total Talk Time (AGENT): 112758 ms
Total Talk Time (CUSTOMER): 152961 ms
Interruptions: 4
Overall Sentiment: AGENT=0.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/2b6af943-223e-45ae-960c-f725970e825c_20250409T13:59_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] You tell I need to talk to someone in claims to verify and see if you have the claim on file.
[AGENT][NEUTRAL] Sure, I can assist you with that. Can I have your, are you the provider or the insured?
[CUSTOMER][NEUTRAL] Provider
[CUSTOMER][NEUTRAL] It's [PII]. My first name [PII] last initial is [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Can you spell your name for me?
[AGENT][NEUTRAL] Can I have it's [PII], and today's date as a reference.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] [PII], could I have a callback number for you and that policy number of the member that you're calling to check the status of a claim for, is that correct?
[CUSTOMER][POSITIVE] That's correct. Um, my telephone number is [PII] direct and secure.
[CUSTOMER][NEUTRAL] The policy number is.
[CUSTOMER][NEUTRAL] M D X
[CUSTOMER][NEUTRAL] 4050
[CUSTOMER][NEUTRAL] 69,100.
[AGENT][NEUTRAL] OK, so that's not a policy number here at American Public Life. Are you sure you're calling the correct insurance company?
[CUSTOMER][NEUTRAL] Yes ma'am, it's um they're secondary it says [PII].
[CUSTOMER][NEUTRAL] Um, subscribers [PII], you know, uh, the face sheet we get the face sheet because we're, um, we bill for anesthesia.
[AGENT][NEUTRAL] The address has changed. So on that card, are you looking at the card?
[AGENT][NEUTRAL] And so, um, our policy starts with numbers. Do you have that member's social, [PII]?
[CUSTOMER][NEUTRAL] Let me look one moment please.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I do have their primary information but let's see, I have date of birth and their address and telephone number.
[AGENT][NEUTRAL] I need something to pull up the policy first.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] S.
[CUSTOMER][NEUTRAL] I do not have a social.
[AGENT][NEUTRAL] Spell the last name.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] So I'm not sure if you're saying [PII] [PII] [PII] is the last name.
[CUSTOMER][NEUTRAL] [PII] [PII] [PII].
[CUSTOMER][NEUTRAL] Two [PII].
[AGENT][NEUTRAL] So it's [PII] [PII] [PII], [PII] [PII] [PII] [PII] [PII] [PII] [PII] [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And what is the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Um, is [PII] the policyholder cause I'm not finding that memory in our system.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Did you spell her name correctly?
[CUSTOMER][NEUTRAL] Um, let me look.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] OK, I have to find the name before I can verify date of birth. I can't, I'm not seeing any of that information unfortunately.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm she it may be incorrect, but that was just.
[AGENT][NEUTRAL] Does she have another name?
[CUSTOMER][NEUTRAL] Um, I do have, um, Blue Cross as her primary, but that's all I have.
[AGENT][NEUTRAL] What is her name on the Blue Cross card?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] I'm not pulling her up in the system.
[CUSTOMER][NEUTRAL] OK, I'm going to try to.
[AGENT][NEUTRAL] You don't have a social?
[CUSTOMER][POSITIVE] I know, ma'am, you're so sweet to help me. Um, it's OK it's not your fault. That's just what we, the information that we received from the facility.
[AGENT][POSITIVE] Well, I do apologize.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Cause I I know our policy numbers start with numbers and they end with letters, but it don't start with letters, unfortunately.
[CUSTOMER][NEUTRAL] Let me, uh, I guess I'll just have to.
[CUSTOMER][NEUTRAL] Number
[AGENT][NEUTRAL] I mean, um,
[CUSTOMER][NEUTRAL] Uh, I wonder if we could try the 400 and 5,069,100.
[AGENT][NEUTRAL] What is it? 5 who?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I wonder if the policy number if you just put in the numbers and then put the MDX on the end.
[AGENT][NEUTRAL] OK, so what are the numbers?
[CUSTOMER][NEUTRAL] 4004 consecutive 0s 50.
[CUSTOMER][NEUTRAL] 69 100.
[AGENT][NEGATIVE] Mm, no, unfortunately this, this is not our policy number.
[CUSTOMER][POSITIVE] OK, alright, thank you so much for checking for me. I'll just um.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL and you have a great day.
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am you too bye bye.
[AGENT][NEUTRAL] Give us a call back once you verify that policy number. Goodbye.
[CUSTOMER][POSITIVE] Yes ma'am, I most certainly will mhm bye bye.
[AGENT][POSITIVE] Thanks. Bye.