AccountId: 011433970860
ContactId: 4ea78a68-bb02-4557-92f7-99e93fa05cee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 528409 ms
Total Talk Time (AGENT): 92510 ms
Total Talk Time (CUSTOMER): 119787 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/4ea78a68-bb02-4557-92f7-99e93fa05cee_20250619T18:01_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from broader office. I need your assistance with claim status.
[AGENT][NEUTRAL] I can help you with claim status. Can you spell your name for me, please?
[CUSTOMER][NEUTRAL] [PII] and last name initial [PII].
[AGENT][POSITIVE] And a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the policy number with you?
[CUSTOMER][NEUTRAL] Policy number is
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] 6081, sorry, 60801.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] Name is [PII].
[CUSTOMER][NEUTRAL] [PII], I go, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] Um, it looks like that's not their policy number. That's our payer ID. Um, do you have the policy number?
[CUSTOMER][NEUTRAL] This is peer ID.
[AGENT][NEUTRAL] That is, that is our.
[CUSTOMER][NEUTRAL] 60801.
[AGENT][NEUTRAL] Yes, that is our payer ID. Do you have their policy number?
[CUSTOMER][NEUTRAL] Uh, policy number is 116,100.
[AGENT][NEGATIVE] Um, could you repeat that for me one more time? You, you're breaking up.
[CUSTOMER][NEUTRAL] 116,100.
[AGENT][NEUTRAL] OK give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, it looks like that's not their policy number either.
[AGENT][NEUTRAL] Let me look it up by there.
[CUSTOMER][NEUTRAL] This is not policy number.
[AGENT][NEUTRAL] No, that's not the policy number. Um, do you have their, their social?
[AGENT][NEUTRAL] Your social security number?
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Social security number is?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK give me just one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was the last name?
[CUSTOMER][NEUTRAL] Last name is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Can you spell that for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let me check.
[AGENT][NEUTRAL] I'm not finding them in our system. Is it for an APL policy?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] I'm not seeing them in our system. Is this for an APL policy?
[CUSTOMER][NEUTRAL] You are not seeing your system EPL policy.
[AGENT][NEUTRAL] Right, I'm not, I'm not finding that, um.
[AGENT][NEUTRAL] That patient.
[CUSTOMER][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Just one moment please.
[CUSTOMER][NEUTRAL] No APL is active, right? You, you did not find the APL policy.
[AGENT][NEUTRAL] Right, I'm not able to find their policy.
[CUSTOMER][NEUTRAL] OK, actually.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Actually, primary pay is Sigana.
[CUSTOMER][NEUTRAL] And uh
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is it with American Public Life or APL?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So you didn't find the policy, right?
[AGENT][NEUTRAL] Right, I can't find it.
[CUSTOMER][POSITIVE] No problem. American Public life, yes.
[AGENT][NEUTRAL] Yes, I can't find the policy.
[CUSTOMER][NEUTRAL] OK, you can find it. OK, now.
[CUSTOMER][NEUTRAL] OK, please confirm your name.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I, yes, sir.
[CUSTOMER][NEUTRAL] And last name?
[AGENT][NEUTRAL] Uh, last initial is [PII].
[CUSTOMER][NEUTRAL] OK. HNA Hospital. May I know the call reference number, please?
[AGENT][NEUTRAL] Um, we don't have a call reference number, but you can use my name and last initial in today's date.
[CUSTOMER][NEUTRAL] Your name and license and today's date.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][POSITIVE] OK, thank you so much for the information. Thank you. Bye-bye.
[AGENT][POSITIVE] Great, thank you for calling APL. Have a great day.