AccountId: 011433970860
ContactId: 5225bcc3-a4cd-4d60-935c-b9cfdc9f6238
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 475799 ms
Total Talk Time (AGENT): 141467 ms
Total Talk Time (CUSTOMER): 198502 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/5225bcc3-a4cd-4d60-935c-b9cfdc9f6238_20250523T20:06_UTC.wav
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[AGENT][POSITIVE] Good Afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider's office, and I'm looking for a PIP coverage for the member to submit the medical bills.
[AGENT][NEUTRAL] Eligibility and benefits, Mister [PII]?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK. Sure, I can assist you with that. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the name of the facility you're calling from for my notes?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] It's uh sorry, it's EKG readers of Coral Springs INC.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, the policy number or the member ID I have is uh Peter 0 N November 63529.
[AGENT][NEUTRAL] OK, that's not our policy, Mr. [PII]. um, we don't have letters in our numbers.
[CUSTOMER][NEUTRAL] Can you spell the name again?
[AGENT][NEUTRAL] Yes, um,
[CUSTOMER][NEUTRAL] Name and date of birth.
[AGENT][NEUTRAL] What's the name? What's the spelling of the first name and last name?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] First name spells [PII]. Last name.
[CUSTOMER][NEUTRAL] [PII], it's [PII].
[AGENT][NEUTRAL] OK. What's the date of birth?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] OK, let me see if I can find this number, one moment.
[CUSTOMER][NEUTRAL] You said your name is uh.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] Thank you so.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Do you know if this is the main holder?
[CUSTOMER][NEUTRAL] I'm sorry, I'm not sure.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Do you have any other information that can, that I can use to pull this member? I did not find a [PII] in the system and the policy number you provided me is not our policy number. Do you have a social or any other information?
[CUSTOMER][NEUTRAL] Just give me a second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] How many games do you have to
[CUSTOMER][NEUTRAL] Yeah, I do have a social.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] It's uh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEGATIVE] That member is not with us and it's not pulling it up with that social.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, let me proceed to the next one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The next member ID is uh just 4 digits.
[CUSTOMER][NEUTRAL] It's uh 9174.
[AGENT][NEUTRAL] Do you have any other information besides that number? That number is too short.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I have a name and date of birth.
[AGENT][NEUTRAL] Do you have the social by any chance?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, what's the spelling of the last name?
[CUSTOMER][NEUTRAL] The first name of the member is [PII]
[AGENT][NEUTRAL] What's the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] My first name is [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And you said the, the first name is [PII]
[CUSTOMER][POSITIVE] Yes, you're right.
[CUSTOMER][NEUTRAL] You don't have the member?
[AGENT][NEUTRAL] I don't have like [PII], no. Mm mm.
[CUSTOMER][POSITIVE] OK, no problem, we can move to the next member.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] The next member policy ID whenever you're ready.
[AGENT][NEUTRAL] I am.
[CUSTOMER][NEUTRAL] It's 240948142.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Please repeat that number.
[CUSTOMER][NEUTRAL] 240948142.
[AGENT][NEUTRAL] Yeah, that's not our number. Is that a social by any chance?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Let me confirm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The social is [PII], it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm. Nobody's pulling up with that information. Uh, are you trying to get in touch with American Public Life or is it a different entity?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, the insurance name mentioned as Genric PPL.
[AGENT][NEUTRAL] Oh, that's not us.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] I'm just trying to check whether if if available the member was found on your department that might be helpful in case not I'll directly reach to the member that's all I have. I don't have uh other documentation with me.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Yeah, but we're not that company. You, you're probably calling the wrong company. No, no, we're not affiliated with nothing.
[CUSTOMER][NEUTRAL] So you're not the general commercial.
[CUSTOMER][NEUTRAL] So you're not generally commercials?
[AGENT][NEUTRAL] Mm, no.
[CUSTOMER][NEUTRAL] OK, thank you. Can I, you said your name is uh [PII], last name initial [PII]. Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] So, it's, yes, correct. Yes, Mr. [PII]. Is there anything else I may help you with today? Mhm.
[CUSTOMER][NEUTRAL] And uh this, can I have, can you tell me the insurance name you're representing?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Sure, APL American Public Life.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] American public life, is it like a workers' compensation claims or uh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, we have many products that we have secondaries, but no, we don't work with uh workers' comp.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][POSITIVE] OK, thank you. Bye for now.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] You're welcome. All right, then you have a good afternoon