AccountId: 011433970860
ContactId: 56a45dab-bc62-4c11-8cd3-72c36ed14d77
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147910 ms
Total Talk Time (AGENT): 45174 ms
Total Talk Time (CUSTOMER): 55710 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/56a45dab-bc62-4c11-8cd3-72c36ed14d77_20250521T19:14_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Uh yeah, hi, my name is [PII], it's AMI and I'm looking for the claim status.
[AGENT][NEUTRAL] OK, uh, to verify claim status for you and I'm sorry, your name is again?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and I mean, what is the policy number, please?
[CUSTOMER][NEUTRAL] Uh, yeah, member ID is, uh, just a moment, uh, [PII].
[AGENT][NEUTRAL] It's not one of our policy numbers. Do you have the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Uh yeah, my name is, the first name is [PII] [PII]
[CUSTOMER][NEUTRAL] And the last name is [PII]
[AGENT][NEUTRAL] OK, and the date of birth?
[CUSTOMER][NEUTRAL] And date of birth is [PII], yeah, it's [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] It's [PII], it's a direct line.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] I do not show that patient in our system. Do you have a copy of their card from APL?
[CUSTOMER][NEUTRAL] Uh, no, I don't have, but this is a secondary, uh, claim.
[CUSTOMER][POSITIVE] And first, uh, primary is well care.
[AGENT][NEUTRAL] Well, I still don't show the patient in our system, so you need to contact the patient to verify their insurance.
[CUSTOMER][NEUTRAL] OK and can you check with the claim number?
[AGENT][NEUTRAL] Sir, do you show a claim from APL or is it from primary?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, from APL.
[AGENT][NEUTRAL] What is claim number?
[CUSTOMER][NEUTRAL] American Progressive Life and Health.
[CUSTOMER][NEUTRAL] Yeah, it is 316538-1542.
[AGENT][NEUTRAL] It's not one of our claim numbers.
[CUSTOMER][POSITIVE] Uh, OK, OK, no problem, thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day.