AccountId: 011433970860
ContactId: 50e86669-3749-45dd-ae55-ffe1beb39372
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218490 ms
Total Talk Time (AGENT): 83309 ms
Total Talk Time (CUSTOMER): 91654 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/50e86669-3749-45dd-ae55-ffe1beb39372_20250217T13:26_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hey, this is [PII] and I'm not sure if I've got the right option. Um, I am calling for um a surgical facility. So I'm a provider and I'm needing to check on the status of the patient's uh medical claim that would have been sent for a procedure.
[AGENT][POSITIVE] OK, [PII], I'll be glad to help you. Go ahead and give me a good policy number, please, ma'am.
[CUSTOMER][NEUTRAL] OK, what we have is 000008487142.
[AGENT][NEUTRAL] What was that last digit?
[CUSTOMER][NEUTRAL] 2
[AGENT][NEUTRAL] 2, OK, 742.
[AGENT][NEUTRAL] Uh, I don't think I got that. Say that policy number one more time, [PII]. I, I can barely hear you. I'm hearing a lot of echo. Can you hear me OK?
[CUSTOMER][NEUTRAL] Mhm, I can hear you fine. Um, the number I have is 00000. So that's 500.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 848.
[CUSTOMER][NEUTRAL] 7142.
[AGENT][NEUTRAL] OK, let me type that in again. OK, [PII], thank you for that. Now while I'm pulling this up, go ahead and give me a good return telephone call number, please, ma'am.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alrighty, thank you so much for that information. Now, the policy number that you're giving me is not a valid policy number. It's not on my system. Um, let me get, let's see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me try to find their chart. We, we keep having issues with this from the people that do the verification.
[AGENT][NEUTRAL] Yeah, and the side.
[AGENT][NEUTRAL] Yes ma'am, that or if you have the insured social, I can pull it up by that.
[CUSTOMER][NEUTRAL] Yeah, I don't, don't believe we're gonna have the social, um, hang on just a moment, let me see if I get my hands on the chart.
[AGENT][POSITIVE] Alrighty, [PII], no problem.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It says American Republic Insurance Company [PII].
[CUSTOMER][NEUTRAL] [PII], so that is the number.
[AGENT][POSITIVE] Wow.
[AGENT][NEUTRAL] Yeah, but we are not American Republic. We are American public life.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So maybe.
[CUSTOMER][NEUTRAL] That would be the reason. That would be the reason then.
[AGENT][NEGATIVE] Yeah, could be that you got the wrong company, [PII]. I, yeah, so, uh, but yes, ma'am, because that policy number is definitely not on my system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that's fantastic. Thank you.
[AGENT][NEUTRAL] Well, yes, ma'am, [PII], and is that all I can help you with this morning?
[CUSTOMER][NEUTRAL] Mhm. Yes, ma'am. That's it.
[AGENT][POSITIVE] OK, [PII]. Well, you have a great Monday and thanks for calling APL, OK.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye bye.