AccountId: 011433970860
ContactId: 2d867cb9-e62a-493e-b594-c66afce5760b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 377799 ms
Total Talk Time (AGENT): 104712 ms
Total Talk Time (CUSTOMER): 167383 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/2d867cb9-e62a-493e-b594-c66afce5760b_20250124T20:56_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon. My name is [PII]. I'm calling from.
[CUSTOMER][NEUTRAL] Central Emergency Medical Services.
[AGENT][NEUTRAL] All right. And do you mind?
[CUSTOMER][NEUTRAL] I'm calling because
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] I'm calling because of a letter I received, so we're a provider and we're.
[CUSTOMER][NEUTRAL] sent in a claim for a patient and you are requesting for some information about the patient before you can process the claim.
[AGENT][POSITIVE] It would be my pleasure to assist you. Do you mind spelling your name for documentation?
[CUSTOMER][NEUTRAL] OK. [PII].
[CUSTOMER][POSITIVE] [PII]. Thank you.
[AGENT][POSITIVE] Thank you, [PII], and that's a beautiful name. What is a good callback number?
[CUSTOMER][POSITIVE] A good callback number will be
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Just a minute.
[CUSTOMER][NEUTRAL] Our callback number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] So, I have 2 patients, so I'll start with 1.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, my first patient policy number is 1GA.
[CUSTOMER][NEUTRAL] 481,190.
[AGENT][NEUTRAL] I probably, you said one GA?
[CUSTOMER][NEUTRAL] 1, G as in girl, A as in apple, 4.
[CUSTOMER][NEUTRAL] 81,190.
[AGENT][NEUTRAL] Now that is not the APL policy number.
[AGENT][NEUTRAL] Ours is not, ours is all numerical, um, could have letters at the end. Do you have another policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, yeah, just a minute. Let me check again.
[AGENT][POSITIVE] OK, take your time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But A G O.
[CUSTOMER][NEUTRAL] OK. Let me check the other one.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And if you have a letter, if you have a claim number, I can look it up by claim number as well.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So, I have a later year and then um
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Which information do you need on the num on the letter? Do you need the batch number?
[AGENT][NEUTRAL] Either the, the patient's, uh, the reference number or claim number, do you have either one of those?
[CUSTOMER][NEUTRAL] OK, just a minute.
[CUSTOMER][NEUTRAL] So, the insurance ID number I have is the one I mentioned.
[AGENT][NEUTRAL] What, uh, I'll tell you what we can do. What is the patient's last name? Let's do a name search.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The last name is [PII]
[AGENT][NEUTRAL] And first name?
[CUSTOMER][NEUTRAL] His first name is [PII].
[AGENT][POSITIVE] [PII], thank you.
[AGENT][NEUTRAL] Let me see if I can locate him by name.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Actually, I don't have a [PII] on file.
[AGENT][NEUTRAL] Would you happen to have his social?
[CUSTOMER][NEUTRAL] Yeah, I do have a shoe shirt. That's [PII].
[AGENT][NEUTRAL] Let's try that.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] It's not coming up by social either. What does the letter state?
[CUSTOMER][NEUTRAL] You said?
[CUSTOMER][NEUTRAL] Come again, please.
[AGENT][NEUTRAL] What, what does the letter say?
[CUSTOMER][NEUTRAL] The letter said you need his name, his policy number, his date of birth, and his social security number.
[AGENT][NEUTRAL] OK, yeah, so we were not able to locate him.
[AGENT][NEUTRAL] In the system.
[CUSTOMER][NEUTRAL] Yeah, so that was why I was calling to see if I can give you the social security number and maybe you'll be able to locate him with that.
[AGENT][NEUTRAL] Yeah, we do not have him listed in our system.
[CUSTOMER][NEUTRAL] OK. Well, he provided this information.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] And it was for APL.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Yeah, it's for APL.
[AGENT][NEGATIVE] Yeah, I'm sorry. I'm just unable to locate him.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I want to ask another question. Is APL the same as Assurance American Company?
[AGENT][NEUTRAL] Sure.
[AGENT][NEGATIVE] It is not. We are American public life.
[CUSTOMER][POSITIVE] Oh OK, thank you.
[AGENT][NEUTRAL] So as insurance is different. You're very welcome. Is there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] Well, thank you for calling APL and I hope you have a wonderful weekend.
[CUSTOMER][POSITIVE] Yeah, thank you, bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm