AccountId: 011433970860
ContactId: 54a629c9-ef7e-4d97-9c52-723ae7faaf75
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 375549 ms
Total Talk Time (AGENT): 135231 ms
Total Talk Time (CUSTOMER): 121207 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/54a629c9-ef7e-4d97-9c52-723ae7faaf75_20250415T14:01_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm calling from the provider's office. I want to check the status of claim. Can you repeat your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Thank you very much, [PII]. So, uh, should I provide, go ahead and provide you the NPIE?
[AGENT][NEUTRAL] Uh, no, sir. First, you should provide me your name.
[CUSTOMER][NEUTRAL] My name is [PII] and initial to my last name is [PII].
[AGENT][NEUTRAL] Thank you. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And [PII], you said that you have one claim to check status on, is that correct?
[CUSTOMER][POSITIVE] Yes, that is correct.
[AGENT][NEUTRAL] Uh, OK. Yes, sir. I can help you with that. And what is your uh patient's policy number?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, sure. Let me provide you the patient uh member ID. It is D as in Delta 45401174.
[AGENT][NEUTRAL] OK, now, thank you, [PII], but that is not the APO policy number. That would be a 90-degree benefit number.
[AGENT][NEUTRAL] Were you trying to reach 90 degree benefits or were you trying to reach American public life?
[CUSTOMER][NEUTRAL] That is
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But that is what mentioned here.
[AGENT][NEUTRAL] Again, that is a 90 degree benefit number. You are speaking with a representative from American Public Life.
[AGENT][NEUTRAL] Are you trying to reach American public life or are you trying to reach 90 degree benefits?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, no issue. Thank you.
[CUSTOMER][NEUTRAL] You can provide me the call reference number.
[AGENT][NEUTRAL] It is my name along with today's date.
[AGENT][NEUTRAL] Does the member also have a policy with APO you didn't answer as far as which company you were trying to reach.
[CUSTOMER][NEUTRAL] Actually, on my claim, it is mentioned American public life only. So I'm myself confused that to whom should I, you are mentioning that.
[AGENT][NEUTRAL] OK. Do you have a copy of the ID card?
[CUSTOMER][NEUTRAL] ID card. Uh, let me see.
[CUSTOMER][NEUTRAL] I do not have the copy of ID card.
[AGENT][NEUTRAL] I can try and search by the name.
[CUSTOMER][NEUTRAL] You.
[AGENT][NEUTRAL] To see if they indeed have a policy with us.
[CUSTOMER][POSITIVE] Yes, yes, I can provide you that.
[CUSTOMER][NEUTRAL] Uh yes, [PII].
[AGENT][NEUTRAL] Spell the name for me, please?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] I need for you to spell the patient's name.
[CUSTOMER][NEUTRAL] Yes. First name is [PII]. The last name is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] You know me we just leave.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I think.
[AGENT][NEUTRAL] It's still searching.
[CUSTOMER][NEUTRAL] Should I pay your date of birth?
[AGENT][NEUTRAL] No, no, sir. I'm, it is still searching.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] What state does she live in?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And is this for a medical claim?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Are you able to find the number?
[AGENT][NEUTRAL] It is still searching.
[AGENT][NEUTRAL] OK, so any information that I provide would be a verification of benefits and not a guarantee of payment. What is the patient's date of birth?
[CUSTOMER][NEUTRAL] It is uh [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the date of service and total bill amount, please?
[CUSTOMER][NEUTRAL] Date of service is uh [PII] and the total bill amount is $3,961.80.
[AGENT][NEUTRAL] And you said the year is [PII].
[CUSTOMER][NEUTRAL] Sorry, 3900
[CUSTOMER][NEUTRAL] Uh, $3,911.90.
[AGENT][NEUTRAL] And 90 cents.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And you said date of service is [PII]?
[CUSTOMER][POSITIVE] Yes, that is correct.
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] OK, so first off, the correct policy number that you should have for this number?
[AGENT][NEUTRAL] It's 02.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] 295292.
[AGENT][NEUTRAL] The policy had an effective date of [PII] and a term date of [PII].
[CUSTOMER][NEUTRAL] So the policy was not active on the rate of service, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, no issue. Thank you.
[AGENT][POSITIVE] Uh, yes, sir. You're welcome. So is there anything else that I can help you with?