AccountId: 011433970860
ContactId: 6c73e1d1-6426-41e6-b984-8a4abe49a51b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 543659 ms
Total Talk Time (AGENT): 87759 ms
Total Talk Time (CUSTOMER): 244215 ms
Interruptions: 10
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/6c73e1d1-6426-41e6-b984-8a4abe49a51b_20250106T19:03_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, hi, [PII]. This is [PII] from office. And can you help me by giving a claim status?
[AGENT][NEUTRAL] Yes, I can help you with claim status. And may I get the spelling of your name, please?
[CUSTOMER][NEUTRAL] Because like.
[CUSTOMER][NEUTRAL] Uh, [PII]. [PII] is my first name.
[AGENT][NEUTRAL] Thank you. And like in case this call is disconnected, may I have your callback number?
[CUSTOMER][NEUTRAL] Sure. Callback number is [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 1500197981.
[AGENT][NEGATIVE] OK, I'm not able to pull up anything with that number. It's too many digits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm. Should I repeat?
[AGENT][NEGATIVE] I'm not able to pull up anything with that policy number that you gave me. It's too many digits. If you have a copy of their identification card, it should be listed as policy cert or certificate number. It's a 7 or 8 digit number.
[CUSTOMER][NEGATIVE] I'm not able to pull up anything with that.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] or certificate number 7 or 8.
[CUSTOMER][NEUTRAL] Uh, OK. Uh.
[CUSTOMER][NEUTRAL] Let me check if there anything.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Can we open this claim by name and date of birth?
[AGENT][NEUTRAL] Yes. What's the spelling of the last name?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Last name is [PII].
[CUSTOMER][NEUTRAL] [PII] Sorry, uh, I repeat. [PII].
[AGENT][NEUTRAL] And spelling of the first name?
[CUSTOMER][NEUTRAL] OK first name.
[CUSTOMER][NEUTRAL] Uh, [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. So that's [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And what is the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I'm not showing him in our system. Do you know if they're the policy holder or a dependent?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, in my system, uh, showing here, uh, this number, uh, this policy.
[CUSTOMER][NEUTRAL] Uh, the insurance is here, Alliance.
[CUSTOMER][NEUTRAL] Lines, uh, it is.
[AGENT][NEUTRAL] Do you have their social?
[CUSTOMER][NEUTRAL] Uh, yeah, Social Security, let me check.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] No, I checked the system. uh, Social Security number is not here.
[AGENT][NEUTRAL] OK, do you know the name of their group or they have the group number?
[CUSTOMER][NEUTRAL] The.
[CUSTOMER][NEUTRAL] Uh yes. Uh, what number.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] It's [PII], uh sorry, group number uh for this.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's the name of the group?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Showing all lines here.
[AGENT][NEUTRAL] I'm sorry, what was that name?
[CUSTOMER][NEUTRAL] Alliance.
[AGENT][NEUTRAL] Alliance
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I'm not showing anything come up in our system. Do you have a copy of their identification card that shows American Public Life listed?
[CUSTOMER][NEUTRAL] Have you.
[CUSTOMER][NEUTRAL] Uh, give me a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, I'm here, uh, checking the group, uh.
[CUSTOMER][NEUTRAL] Something that
[CUSTOMER][NEUTRAL] Oh, this
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's my.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, uh, hi, [PII]. Uh, I didn't find anything that can open this claim.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] I'm sorry, you, you located what?
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Uh, the identity card, you said?
[AGENT][NEUTRAL] You have the a copy of the insurance card?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] No, I checked the system, check the documents, and didn't find something like that.
[AGENT][NEUTRAL] OK. So I'm not locating them in our system or that group or that group number. So you might wanna reach out to the patient to verify who their coverage is through and obtain their information, verify their information with them.
[CUSTOMER][NEUTRAL] The ID card.
[CUSTOMER][NEUTRAL] You know.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah yes.
[CUSTOMER][POSITIVE] Yes, uh yes. In case, uh, if I find something that can open this claim, so I'll do it again. Thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I can assist you with today, Lucky?
[CUSTOMER][POSITIVE] Uh, no, thank you. Thank you for your time.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. You're welcome. You have a good day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye.