AccountId: 011433970860
ContactId: 3862abed-f3b8-471f-8eca-eaf2818a0e2e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1056300 ms
Total Talk Time (AGENT): 193308 ms
Total Talk Time (CUSTOMER): 528071 ms
Interruptions: 5
Overall Sentiment: AGENT=-0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/3862abed-f3b8-471f-8eca-eaf2818a0e2e_20250422T15:51_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling from provider office to check the claim status of the members. So could you please help me with that?
[AGENT][NEUTRAL] Yes, I can help you with claim status, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, that is [PII]. Sure.
[AGENT][NEUTRAL] And the policy number of the patient?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The member ID under R as Romeo, X as in X-ray, O as in Oscar, 2108285.
[AGENT][NEUTRAL] Um, our number, it just has numbers for our policy numbers. There's no letters. You have a different number, just the number.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Is this, is this American Public Life Insurance or is this different one?
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] So this is American Public Life.
[CUSTOMER][NEUTRAL] Then.
[AGENT][NEUTRAL] What's the last name of the patient?
[CUSTOMER][NEUTRAL] Yeah, sure. K as in Kilo. H as in Hotel, O as in Oscar, R as in Romeo, I [PII] India, A [PII] in Apple, T [PII] in Tango, Y as [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was the first name?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] and
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] they
[CUSTOMER][NEUTRAL] to you.
[AGENT][NEUTRAL] You have the social by chance?
[CUSTOMER][POSITIVE] I'm so sorry.
[AGENT][NEUTRAL] the social security number of the patient?
[CUSTOMER][NEUTRAL] Yeah, the last four digit number is [PII].
[AGENT][NEUTRAL] You have the whole social security number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sorry, we could not disclose that number.
[AGENT][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Not able to pull anything up. Do you have a claim number that we on file or?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I don't know how to have the claim number. That's why I called to get the claim status. Is this a medical, right?
[AGENT][NEUTRAL] Yes, this is American Public Life.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Let me verify the last name again, [PII]
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Not [PII]
[AGENT][NEUTRAL] Yeah, T [PII].
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] You have a group number?
[CUSTOMER][NEUTRAL] Group number, let me pull you.
[CUSTOMER][NEUTRAL] That is 012001.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, I'm not pulling anything up under that either.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You have another member you need to check?
[CUSTOMER][NEUTRAL] So you're not able to pull up this number?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. Let me check if there any another number or no?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, I do have another member as well. Could you please check that member time status?
[AGENT][NEUTRAL] OK, the policy number?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] 002513755.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 25.7.
[AGENT][NEUTRAL] OK, and the patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII], and date of birth [PII].
[AGENT][NEUTRAL] What was the policy number?
[CUSTOMER][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] That is under 002513755.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] 251
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] 3755.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I've got a totally different name and.
[AGENT][NEUTRAL] Birth date, so it's not matching.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] What's the name of the patient?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'll spell it out. [PII] [PII]. Last name R [PII].
[AGENT][NEUTRAL] OK, let me look.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] How about this one?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I know you can.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, that's [PII] [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I am. Hello.
[CUSTOMER][NEUTRAL] It's like
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, that's
[AGENT][NEUTRAL] I'm not pulling anything up under that.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] At least you would be able to pull that member.
[AGENT][NEUTRAL] No, I, I can't pull it up by the name that you gave me.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So you're not able to pull up that claim, but you are able to pull up the member, right?
[AGENT][NEGATIVE] No, I cannot pull up the member.
[AGENT][NEGATIVE] The the policy number you gave me pulls up a completely different name and date of birth, so it's not matching. It doesn't match.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Don't show a [PII], there's, don't show that name under that policy number you gave me.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] For that date of birth that you gave me.
[CUSTOMER][NEUTRAL] Could you please repeat, yeah. OK. Could you please repeat that first name and last name like [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Not pulling that up.
[CUSTOMER][NEUTRAL] You're not getting?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So another member to check on?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mm, let me check one moment. Give me one moment.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] I like.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes, yeah, what is this?
[CUSTOMER][NEUTRAL] 111.
[CUSTOMER][NEUTRAL] You see, so I do have a member ID like 111111.
[CUSTOMER][NEGATIVE] I hope this is not correct member ID, right?
[AGENT][NEUTRAL] 111111.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh no, that's not a member number.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Do, could you please check with member name and date of birth?
[AGENT][NEUTRAL] OK. What is it?
[CUSTOMER][NEUTRAL] Sorry
[CUSTOMER][NEUTRAL] Member name is [PII]. Last name is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah, I, I'm not able to pull anything up under that. Do you have a different policy number?
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] Or claim number?
[CUSTOMER][NEUTRAL] No, I don't know.
[CUSTOMER][NEUTRAL] Let me check whether I don't have any.
[CUSTOMER][NEUTRAL] I see what's gone.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] What's going.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] It looks like from my system, I'm only able to search my policy number, which isn't normally the case. So something something's wrong on my end. I can't look for anything but the policy number.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So you might wanna call back and uh call back and get into the queue again because I it looks like something's wrong on my end.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, let me check.
[AGENT][NEUTRAL] I'm gonna have to figure out what's going on.
[CUSTOMER][NEUTRAL] One moment. Could you please check last one member, whether you will be able to pull up or not?
[AGENT][NEUTRAL] It'll have to be the policy number. What is it?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Yeah. The policy number is 00 Q as in Queen 524654 X as in X-ray.
[AGENT][NEUTRAL] Yeah, our policy numbers don't have letters in them, so I couldn't look that up by that.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] So your policy numbers, I like this number has American Pointer Life.
[CUSTOMER][NEUTRAL] So is this also under the policy or is this different policy?
[AGENT][NEUTRAL] Yeah, we're, we are American public life, but our policy numbers don't have G or X in them.
[AGENT][NEUTRAL] They sometimes end with a ML8 or ML 7, but they never have G or X.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK. So, [PII].
[CUSTOMER][NEGATIVE] So the American point of life, it will not come under you, right, your policy?
[AGENT][NEUTRAL] What what are you saying on the second word?
[CUSTOMER][NEUTRAL] American Poiner, [PII]. American Poiner Life.
[AGENT][NEUTRAL] American pioneer? No, we're not American pioneer. We're American public.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, OK. So American public also you have only numbers, right, right? There is no digits?
[AGENT][NEUTRAL] Yeah, we have numbers and then sometimes at the end there may be two letters, but it's never a G or X.
[AGENT][NEUTRAL] Our our numbers, all our policy numbers always start with numbers.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you. Thank you so much for the information and I'll get back to you once I got all the correct information.
[AGENT][POSITIVE] OK. Well, thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, you too. Bye for now.