AccountId: 011433970860
ContactId: 66df404c-15f6-4999-aa84-732092699ebd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 357790 ms
Total Talk Time (AGENT): 65651 ms
Total Talk Time (CUSTOMER): 76667 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/66df404c-15f6-4999-aa84-732092699ebd_20250324T19:11_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] I'm calling from provider's office regarding claim status.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good call back number?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]. It's a direct line.
[AGENT][NEUTRAL] And do you have the patient policy number?
[CUSTOMER][NEUTRAL] Yeah, the policy number I have is.
[CUSTOMER][NEUTRAL] 014-135-3018037 at the last.
[AGENT][NEUTRAL] Um, let's see, that is too long of a number.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] It's usually 6 or 7 digits.
[AGENT][NEUTRAL] Do you have the last name of the patient or social security number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Social I have is [PII].
[AGENT][NEUTRAL] Uh, it's not pulling anything up. Let's see. Um, what was the patient name?
[CUSTOMER][NEUTRAL] The patient name is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] How do you spell the last name?
[CUSTOMER][NEUTRAL] Uh, it's [PII] [PII].
[AGENT][NEUTRAL] And the first name was what? [PII]?
[AGENT][NEUTRAL] No reason.
[CUSTOMER][POSITIVE] Uh [PII], that's right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] 3
[AGENT][NEUTRAL] Uh, let's see, do you have his date of birth?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Let me see my
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, yeah, I'm not pulling that up. I listed my name, name and date of birth.
[AGENT][NEUTRAL] Social, it's not in our system.
[CUSTOMER][NEUTRAL] OK. So, uh, I just have one doubt, uh,
[CUSTOMER][NEUTRAL] I see that there is another claim for a different data service for which we received an explanation of benefits from you guys.
[AGENT][NEUTRAL] Do you have a claim number?
[CUSTOMER][NEUTRAL] Yeah, I could provide that to you. Just a second.
[CUSTOMER][NEUTRAL] Uh, the claim number I have is E like Echo 015142553.
[AGENT][NEUTRAL] Yeah, those are
[CUSTOMER][NEUTRAL] And this is not the claim number.
[AGENT][NEUTRAL] That's not one of our claim numbers.
[CUSTOMER][NEUTRAL] Which I'm looking on.
[AGENT][NEUTRAL] Yeah, are you try this is American Public Life, so I'm not sure.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] What who is the EOB from?
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] So I'm not pulling up that claim number or any of the information you've provided.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else you wanna check on?
[CUSTOMER][POSITIVE] Nothing. You have a good day.
[AGENT][NEUTRAL] OK, thank you for calling APL.
[CUSTOMER][POSITIVE] OK thank
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.