AccountId: 011433970860
ContactId: 74e86efc-f9f8-4f6a-9035-fd31cd6552b3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 289309 ms
Total Talk Time (AGENT): 89436 ms
Total Talk Time (CUSTOMER): 147568 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/74e86efc-f9f8-4f6a-9035-fd31cd6552b3_20250224T20:44_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] It says
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm calling from our provider's office and I am trying to check on the status of a claim.
[AGENT][POSITIVE] It would be my pleasure to assist you with that claim status, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] My direct line is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. What is the policy number for the patient?
[CUSTOMER][NEUTRAL] The number that I have is 00218105.
[AGENT][NEUTRAL] 00218105.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What's the patient's last name?
[CUSTOMER][NEUTRAL] Last name is uh [PII] or [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] My southern accent
[AGENT][NEUTRAL] That's right, it's my southern ears.
[AGENT][NEUTRAL] What
[CUSTOMER][POSITIVE] I like that.
[AGENT][NEUTRAL] What is, what is the first thing cause it didn't come up under that policy number.
[CUSTOMER][NEUTRAL] It is uh [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so didn't come up under [PII] and you said the last name could be [PII]?
[CUSTOMER][NEUTRAL] Yes, PAGE.
[CUSTOMER][NEUTRAL] [PII], let me see if her card is scanned because I didn't see it, but let me check one other spot.
[AGENT][NEUTRAL] Yeah I'm trying, or if you have a social I can look it up by that as well.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, I have that.
[AGENT][NEUTRAL] Oh good. What's that number?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] Well, do I have that? I'm looking for her social. Let's go back to demographics page. OK, so I have [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] Let's hope she's the policy holder.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, didn't come up under social. Let me try one other thing.
[AGENT][NEUTRAL] And you don't have a card for APL?
[CUSTOMER][NEUTRAL] Let me check one other spot because I did not see one in registration but maybe there's one in her chart.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] That's different.
[CUSTOMER][NEUTRAL] And of course we all have one in her chart with APL.
[CUSTOMER][NEUTRAL] No, I don't see one for APL. I'm, I'm kind of honestly not sure where this came from.
[CUSTOMER][NEUTRAL] Somebody entered it in her account, let me see if we had any other.
[CUSTOMER][NEUTRAL] Visits that processed.
[AGENT][NEUTRAL] And I'm gonna try just looking under page.
[CUSTOMER][NEUTRAL] That's crazy.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] No, nothing here.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] And I have a feeling, hold on, let's see what's this one.
[CUSTOMER][NEUTRAL] Alright this one processed.
[CUSTOMER][NEUTRAL] And it says APL. Let me look at the EOB on this one.
[AGENT][NEUTRAL] Yeah, if you can give me a claim number then maybe I can pull her up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and the check says American plan um administrators.
[AGENT][NEUTRAL] American plan administrators.
[CUSTOMER][NEUTRAL] Let's see, oh wait a minute, hold on, hold on.
[CUSTOMER][NEUTRAL] Oh, it says American plan administrators.
[CUSTOMER][NEUTRAL] I'm wondering because that's not you, is it?
[AGENT][NEUTRAL] No, we're American public life.
[CUSTOMER][NEUTRAL] Yeah, so I'm wondering.
[CUSTOMER][NEUTRAL] Alright, let me give you this claim number just to see it may not be you then uh 05 050495, that's not you, OK?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Let's try it.
[AGENT][NEUTRAL] That's not us.
[CUSTOMER][NEGATIVE] Then we have the wrong insurance apparently in here.
[CUSTOMER][NEUTRAL] So we will see what we can figure out on our end then.
[AGENT][NEUTRAL] Well, I'm sorry, I couldn't get it pulled up for you.
[CUSTOMER][NEUTRAL] I appreciate you, no, no, I appreciate you looking, um, can I just get a call reference number for this verification?
[AGENT][NEUTRAL] Sure, it would be my name and today's date, and I spell my name [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much [PII] for verifying that you have a great rest of your day.
[AGENT][POSITIVE] My pleasure to assist you. I hope you do too, [PII]. Thank you for calling APL. Take care. Bye-bye.
[CUSTOMER][POSITIVE] Alright thanks alright.
[CUSTOMER][NEUTRAL] All right all right bye bye.