AccountId: 011433970860
ContactId: 57743ce7-7700-430e-9dcc-0a73722d9783
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 288859 ms
Total Talk Time (AGENT): 131488 ms
Total Talk Time (CUSTOMER): 119174 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/57743ce7-7700-430e-9dcc-0a73722d9783_20250619T15:35_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII], and what is your good name?
[AGENT][NEUTRAL] My name is [PII] last initial [PII]
[CUSTOMER][NEUTRAL] OK, OK, the thing is this, my name is [PII] speaking from Page One Medical Center and I need a claim status.
[AGENT][NEUTRAL] OK, sure, I can assist your claim status, Mr. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, ma'am. It will be [PII] [PII] and it is APL correct? APL, uh, it's refers to the American Provident Life.
[AGENT][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] American Public Life.
[CUSTOMER][NEUTRAL] Sorry
[AGENT][NEUTRAL] OK, and may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Mm, patient policy number. Give me a minute here. I have only member ID. I don't have the policy number.
[AGENT][NEUTRAL] Um, let me try that.
[CUSTOMER][NEUTRAL] Uh-huh. Or you can take the claim like data of it to be on my deposit the claim not on file or whenever you're ready for the patient's ID. What was that number?
[AGENT][NEUTRAL] OK, yes, I can, I can try the ID or if you have a claim number, I can use the claim number, OK?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, OK. The ID is P for Papa, A for Alpha 01702.
[CUSTOMER][NEUTRAL] 713.
[AGENT][NEUTRAL] OK, that's not our number. Um, what, what other information do you have?
[CUSTOMER][NEUTRAL] Uh, you can try one thing.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I have a data service and a total bill amount.
[AGENT][NEUTRAL] Oh, no. Uh, we cannot do search for claims unless we have a claim number or a policy number or something that we can reference to.
[CUSTOMER][NEUTRAL] Uh, I can, I got a point, but the thing is this, let me try uh policy, medical record, I think this is like 000, try this one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 00011.
[CUSTOMER][NEUTRAL] 66,660.
[AGENT][NEUTRAL] Mm.
[AGENT][NEGATIVE] Not enough numbers. Yeah, that's not enough numbers. Do you have the social?
[CUSTOMER][NEUTRAL] Mhm, is the same number?
[CUSTOMER][NEUTRAL] Oh, I
[CUSTOMER][NEUTRAL] Yeah, last socials.
[AGENT][NEUTRAL] No, the full social.
[CUSTOMER][NEUTRAL] OK. Hmm, if I give you social after that, you can provide me the status or you still need the policy number?
[AGENT][NEUTRAL] Um, if you can give me the social and I can find a policy number through the social, then we can check for claim status.
[CUSTOMER][NEUTRAL] OK. OK. The social is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] I don't have nobody. I don't have anybody with that social in our system. Um, is this member with American Public Life Insurance?
[CUSTOMER][NEUTRAL] And I hope you can find the policy number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, here it is written an APL.
[AGENT][NEUTRAL] Hm, yeah, that, that number that you provided me in the beginning, the PA is not American Public Life. That's a different company.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I'm not sure. My deposit the claim is not on file. What is your claim mailing address?
[AGENT][NEUTRAL] We don't have a policy. Without a policy, we cannot search for the claim. We need a policy.
[CUSTOMER][NEUTRAL] It might be possible, yeah, I got it. Might be possible the policies is this, but you don't have that information, so I just will refile a policy again.
[AGENT][NEUTRAL] No, no, no, um, Mr. [PII], Mr. [PII], let me explain this to you again, OK? We need a policy number. When you gave me the social, I was looking for a policy.
[CUSTOMER][NEUTRAL] Give me your mailing address or.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] With that social, we don't have a policy number, so we don't have the policy number. We cannot find a policy with the social. So that means we're going to need a policy number for you to submit a claim for us to process a claim or for you to search for a claim. We need a policy number and we're not able to locate a policy number with the information you have provided to me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, no worries and thank you for this today.
[AGENT][NEUTRAL] You're welcome. You might want to call the member and see if they have the policy number with APL with American Public Life, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, I got it. Thank you.
[AGENT][POSITIVE] Mm. You're welcome. Is there anything else I'm gonna help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] No, ma'am. Uh-huh. No, ma'am.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day bye bye.
[CUSTOMER][NEUTRAL] You too. Bye.