AccountId: 011433970860
ContactId: 530a79f8-e5e2-45ae-a0ad-30a71bb5c786
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210559 ms
Total Talk Time (AGENT): 69064 ms
Total Talk Time (CUSTOMER): 101597 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/530a79f8-e5e2-45ae-a0ad-30a71bb5c786_20250326T21:40_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII] calling from provider's office checking on the claim status.
[AGENT][NEUTRAL] OK, I could check on a claim for you. um, [PII], can I get a good call back number for me first in case we're disconnected?
[CUSTOMER][NEUTRAL] the concept
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I have that. Just a moment. My system is buffering. Give me a moment.
[AGENT][NEUTRAL] Mhm. Sure.
[CUSTOMER][NEUTRAL] So, member ID is 2043368974.
[AGENT][NEUTRAL] Um, that's gonna be a bit too long to be one of our policy numbers, [PII]. Um, do you maybe have their social I could search for them that way.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'll check with that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I do have the system. It's [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, what was the name for the member?
[CUSTOMER][NEUTRAL] What was the name for
[CUSTOMER][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] Um, OK, I did not get a result with that policy, or excuse me, with that, uh, social, um, could you spell out the first and last name for me, [PII]? I could try searching that way.
[CUSTOMER][NEUTRAL] Alright with that uh social.
[CUSTOMER][NEUTRAL] So I can try purchasing that one.
[CUSTOMER][NEUTRAL] OK. First name is [PII]. Last name is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][NEUTRAL] OK thank you one moment. OK.
[CUSTOMER][NEUTRAL] Can you please spell out your name for me?
[AGENT][NEUTRAL] Sure, it's [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do not have a [PII].
[CUSTOMER][POSITIVE] [PII] OK, thank you.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And um I didn't have anyone with that name in our system, [PII].
[CUSTOMER][NEUTRAL] And um I didn't have anyone with that name in our system.
[CUSTOMER][NEUTRAL] Can I just stating it's no claim on file.
[AGENT][NEUTRAL] Uh, and the member, we don't have the member in our system.
[CUSTOMER][NEUTRAL] the member we don't have the member in our system.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Can you check once again for the patient? It is uh Rodney B. This is a provider line, right, for the claims department.
[AGENT][NEUTRAL] Yes, um, we, this is American Public Life, is that who you were trying to call?
[CUSTOMER][NEUTRAL] This is America.
[CUSTOMER][NEUTRAL] Manhattan Life Medicaid supplement.
[AGENT][NEUTRAL] No, this is American Public Life.
[CUSTOMER][NEUTRAL] American public life.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Do you have the phone number for Manhattan Life Insurance?
[AGENT][NEUTRAL] I I'm sorry I'm unaware of that company I don't have that information.
[CUSTOMER][NEUTRAL] I'm sorry, I'm, I don't.
[CUSTOMER][POSITIVE] OK, no problem. Thank you for your assistance. Have a great day. Bye-bye.
[AGENT][POSITIVE] Of course you too thank you bye bye.