AccountId: 011433970860
ContactId: 5bf9951c-97da-4a15-960b-e4ca7b7c0717
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 367549 ms
Total Talk Time (AGENT): 107406 ms
Total Talk Time (CUSTOMER): 107563 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/5bf9951c-97da-4a15-960b-e4ca7b7c0717_20250616T21:22_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] Thank you. This is [PII] speaking from provider office to check claim status.
[AGENT][NEUTRAL] Sure, I can assist you with claim status, Mr. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Extension [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's policy number?
[CUSTOMER][NEUTRAL] The patient policy number is 000.
[CUSTOMER][NEUTRAL] C for Charlie, A for Alpha.
[CUSTOMER][NEUTRAL] 0024703.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, Mr. [PII], do you have the policy? Do you have the the card, um, for the policy number because that's not our policy.
[CUSTOMER][NEUTRAL] No, I don't have it. I have the subscribe, I have the subscriber ID number.
[CUSTOMER][NEUTRAL] Which I just provided you.
[AGENT][NEUTRAL] OK, that's not our number at all. Um, this one.
[CUSTOMER][NEUTRAL] So, would you please search it by using the Medicare number?
[AGENT][NEUTRAL] We cannot search for Medicare number. We're not a Medicare supplemental.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes, so for American Republic, I have the subscriber ID.
[CUSTOMER][NEUTRAL] Which I just provided you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's not our number. OK. Bear with me, Mr. [PII]. That's not our number. Um, do you have the social of the member?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me have the spelling of the last name of the member, Mister [PII].
[CUSTOMER][NEUTRAL] OK. The last name of the member is [PII].
[AGENT][NEUTRAL] [PII]. OK. And what's the spelling of the first name?
[CUSTOMER][NEUTRAL] The first name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What is the address for Mr. [PII]?
[CUSTOMER][NEUTRAL] The address is
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] ZIP code is [PII].
[CUSTOMER][NEUTRAL] And the phone number is [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] We can search for the phone number, one moment.
[AGENT][NEUTRAL] You said that Mr. [PII] is in [PII], correct?
[AGENT][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And you say you don't have a social for him?
[CUSTOMER][NEUTRAL] Yes, I don't know.
[AGENT][NEUTRAL] Do you have any other claims that we might have a process for him?
[CUSTOMER][NEUTRAL] Uh just one moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Just give me one moment so I.
[CUSTOMER][NEUTRAL] Try to pull it, yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I have only one claim for this member from the whole year.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Still searching for a [PII] in [PII]. I haven't found him. OK, one moment.
[CUSTOMER][NEUTRAL] May I provide you the date of service?
[AGENT][NEUTRAL] No, I don't have a policy yet. My mom and Mr. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This is a popular name, so I have to search my whole system.
[CUSTOMER][POSITIVE] Oh thank you.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I don't have a [PII] in [PII], Mr. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] May I have the call reference number, please?
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's date if you will.
[CUSTOMER][NEUTRAL] Uh, uh, may I have your name again, please?
[AGENT][NEUTRAL] My name is [PII]. That's [PII], last [PII] [PII].
[CUSTOMER][NEUTRAL] Last [PII], sorry?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Is there anything else I can help you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] Thank you. Thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling APO. Have a good afternoon.
[CUSTOMER][POSITIVE] Good afternoon. Thank you.