AccountId: 011433970860
ContactId: 7408ef57-84e9-45b9-bf3e-4bb2019935ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 266989 ms
Total Talk Time (AGENT): 111254 ms
Total Talk Time (CUSTOMER): 117214 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/7408ef57-84e9-45b9-bf3e-4bb2019935ef_20250115T15:57_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, hi. My name is [PII], calling from the doctor office and checking on claim status.
[AGENT][NEUTRAL] OK, yeah, I could check on a claim for you, [PII]. Uh, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] All right, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes. Uh, before that, can I have your name, please, one more time?
[AGENT][NEUTRAL] Sure, it's [PII]
[CUSTOMER][NEUTRAL] OK. So, policy number is 36 Y as in Yankee 0135555.
[AGENT][NEUTRAL] OK, uh, that's not gonna be one of our policy numbers, [PII], that's gonna be a bit too long. Um, do you maybe have their social I could search for them that way.
[CUSTOMER][NEUTRAL] Uh, no. Uh, I just wanted to know, you're from, uh, American Public Life?
[AGENT][NEUTRAL] This is American Public Life, yes.
[CUSTOMER][NEUTRAL] OK. So the members belongs to the same insurance. That's why I called you. So, uh, you can search uh from the patient first and last name so that you can get the, uh, you know.
[AGENT][NEUTRAL] Yeah I could try doing that if you wouldn't mind spelling out their first and last name for me.
[CUSTOMER][NEUTRAL] That picture?
[CUSTOMER][NEUTRAL] Yes. The first name is [PII] spelled as [PII]. And the last name is spelled as [PII] spelled as [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um [PII], that is [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the date of birth, [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] That was [PII]?
[CUSTOMER][NEUTRAL] [PII], sorry, [PII].
[AGENT][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] OK, and uh what state does [PII] live in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Alright, bear with me just a moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, just to confirm, the spelling of the first name was [PII]
[CUSTOMER][POSITIVE] Yes, that's right.
[AGENT][NEUTRAL] OK, last name was [PII]
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, um, I'm not showing right.
[CUSTOMER][NEUTRAL] And there's a [PII]
[AGENT][NEUTRAL] I'm not showing anyone by that name in our system, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, what are we gonna do for this one, we need to, uh, you know, contact patient or do you happen to have any other department so that they can reach us and check this?
[AGENT][NEUTRAL] No, uh, again, the only ways I'm able to search are going to be through either a policy number, social security number, or their first and last name. So as that was not one of our policy numbers, um, the only other things we could try is the social or the correct policy number.
[CUSTOMER][NEUTRAL] One by looking the member ID.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Sure. I'll get back to you with getting the, this one, the patient's social. Apart from that, do you need any other information required?
[AGENT][POSITIVE] OK, sounds good.
[AGENT][NEUTRAL] Um, no, uh, the, as long as we've got the patient's name and date of birth, uh, that's all we would really need to be able to verify, um, but as I don't see anyone with that name, um, unless they had a name change or they go by a different name, maybe, uh, that's the only thing I could think that maybe they're in our system differently.
[CUSTOMER][NEUTRAL] Apart from this, sure, sure.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] Sure, OK. Can I have the call reference number so that I can inform the patient to provide the social
[AGENT][NEUTRAL] Of course. Yeah.
[AGENT][NEUTRAL] Yeah, reference number would just be my first name, last initial, and today's date. uh so my last initial is [PII]
[AGENT][NEUTRAL] Was there anything else I could help you with [PII]?
[CUSTOMER][POSITIVE] Uh, no, that's all. Thank you very much. Have a great day.
[AGENT][POSITIVE] OK, yeah, thanks for calling APL. Hope you have a great rest of your day too. Thank you, bye bye.