AccountId: 011433970860
ContactId: 6c4531e9-bc5d-4124-8038-30045d6de472
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 522320 ms
Total Talk Time (AGENT): 121438 ms
Total Talk Time (CUSTOMER): 260418 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/6c4531e9-bc5d-4124-8038-30045d6de472_20250204T18:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office regarding claim status. How are you doing today?
[AGENT][POSITIVE] I'm doing well [PII] how are you?
[CUSTOMER][POSITIVE] I'm doing well, thanks for asking me as well. Can I get your name once again?
[AGENT][NEUTRAL] Sure it's [PII]
[AGENT][POSITIVE] And I can definitely check on a claim for you um can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][POSITIVE] Thanks for that.
[CUSTOMER][NEUTRAL] Sure, the good callback number is [PII].
[AGENT][NEUTRAL] All right, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number is 633043722.
[AGENT][NEUTRAL] OK, that's going to be a bit too long to be one of our policy numbers, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is that a uh social security number by chance?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Just a moment, uh, the social security number is different.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can search for them that way if you've got that.
[CUSTOMER][NEUTRAL] Just a moment. I'll, when I look into the member ID information. Yeah, thank you.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is 150, not 160.
[CUSTOMER][NEGATIVE] Uh, Saturday I don't have anything.
[CUSTOMER][NEUTRAL] So, is the number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 910426-3332. Which one is the latest one?
[AGENT][NEUTRAL] Um, that is not one of our policy numbers, no.
[CUSTOMER][NEUTRAL] Uh, then I do have this policy number.
[CUSTOMER][NEUTRAL] [PII], for this number.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Was that your their social that you gave me, [PII]? I'm sorry.
[CUSTOMER][NEUTRAL] OK. Uh, OK, [PII], is the, uh, they will, is there any letter in the member ID?
[AGENT][NEUTRAL] Uh, no. If there was, it would be, uh, the last three digits, it would be ML 7 or 8, but not all of them have that. Those would be the only letters in the policy number though.
[CUSTOMER][NEUTRAL] You'll be there in, uh, let's say in the member ID.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK. But I do see this the member ID which I provided you earlier is the member ID.
[CUSTOMER][NEUTRAL] On the member ID card as well.
[AGENT][NEUTRAL] Yeah, that's gonna be a bit that's gonna be too long um to be one of our policy numbers [PII], um, do you have their social security number? I can search for them that way.
[CUSTOMER][NEUTRAL] Yes, I do have the social security number.
[AGENT][NEUTRAL] OK, I get that.
[CUSTOMER][NEUTRAL] Um, and that would be [PII].
[AGENT][NEUTRAL] OK, one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, what was the patient name?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[CUSTOMER][NEUTRAL] And her date of birth is on [PII].
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, I did not get any results in our system with that social, um, let's try the last thing I can trudge on is searching um their by their name. If you wouldn't mind, could you spell out their first and last name for me?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Sure. I'll be glad to do that. The first name is [PII]. And the last name would be [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] OK, all right, thank you. One moment please, let's try that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. Well, [PII], I don't have anyone with that name in our system.
[CUSTOMER][NEUTRAL] I said uh that I I did just a moment 31.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] 4476.
[CUSTOMER][NEUTRAL] And as you said, the third one was issued on the [PII]. May I know when it was.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, sorry, [PII]. I don't see it any, mhm.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But upon checking, I have received the payments for the same. Let me pull up the information once again in another way.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it is [PII] 739.
[CUSTOMER][POSITIVE] Nice
[CUSTOMER][NEUTRAL] I'll repeat once again.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, uh, thank you [PII] and [PII], I do have 4 more, uh, 4 more data services under the same number. I wanted to provide this information on the.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, the next date of service will be, it is on [PII], but the charge of $150.
[CUSTOMER][NEUTRAL] Yeah, it's the same.
[CUSTOMER][NEUTRAL] Basically that
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Are you still there, [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII]. Uh, upon checking, uh, for the same member ID which I provided you earlier, the number which is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, we have received payments.
[CUSTOMER][NEUTRAL] The same member ID as well on to the date of service of [PII].
[AGENT][NEUTRAL] Do you happen to have a claim number that I could search?
[CUSTOMER][NEUTRAL] Yes, I do have the claim number and the claim ID would be.
[AGENT][NEUTRAL] OK, let's try that.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 604-939-087600.
[CUSTOMER][NEUTRAL] It's for the date of service of [PII], which have received payments.
[CUSTOMER][NEUTRAL] And I'm also showing the same member ID. Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so that claim number is definitely not from us, [PII], um, our claim numbers are 7 digits.
[CUSTOMER][NEUTRAL] Oh, I see.
[AGENT][NEUTRAL] Yes, uh just to make sure this is American Public Life. I know that there are a couple of other carriers with similar names.
[CUSTOMER][NEUTRAL] And the
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][POSITIVE] OK, uh, car, then I'll have to contact another insurance, maybe for the correct insurance. And thank you for your assistance. Have a great day. Bye for now.
[AGENT][POSITIVE] OK, sorry, there wasn't more I could do to help. Yeah, have a great rest of your day. All right, thank you. Bye bye.
[CUSTOMER][NEUTRAL] Yeah, it's fine.
[CUSTOMER][NEUTRAL] Yeah, you too bye bye.