AccountId: 011433970860
ContactId: 75d80555-39d0-4831-91e3-01db57b2e2ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 265320 ms
Total Talk Time (AGENT): 116582 ms
Total Talk Time (CUSTOMER): 127425 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/75d80555-39d0-4831-91e3-01db57b2e2ab_20250114T16:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and the first initial of my last name is [PII]. I need to check the status of a claim.
[AGENT][NEUTRAL] All right, [PII], you're the insured or you're calling from provider's office?
[CUSTOMER][NEUTRAL] Provider's office.
[AGENT][NEUTRAL] OK, can I have the phone number?
[CUSTOMER][NEUTRAL] Yes, my direct line is [PII].
[AGENT][NEUTRAL] Alright, and what's the name of the provider's office you're calling from, [PII]?
[CUSTOMER][NEUTRAL] Lima Memorial Hospital.
[AGENT][NEUTRAL] All right. And may I have the policy number, please?
[CUSTOMER][NEUTRAL] Yes, it is D as in Delta 47,688,790.
[AGENT][NEUTRAL] Alright, now, [PII], our policy do not start with a D. It'll start with a 0 and it'll be an eight digit number. Do you have that?
[CUSTOMER][NEUTRAL] I do not. OK, this is where I may be in a problem because what I have on the insurance card, let me pull that out, take a look at that. It is the surge Group.
[CUSTOMER][NEUTRAL] And I have got where it should be.
[CUSTOMER][NEUTRAL] Let's see, should be 90 degrees.
[CUSTOMER][NEUTRAL] And it's the um BIC benefits and a card.
[AGENT][NEUTRAL] OK. Now,
[CUSTOMER][NEUTRAL] And it's giving me this number to call OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, but we're American Public Life, but do you have the patient's social? I can look and see, do they have a policy with us.
[CUSTOMER][NEUTRAL] I can let me see if I don't have that on file.
[AGENT][NEUTRAL] If not, we can go by name.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Wait, that's her spouse. So let me look and see.
[AGENT][NEUTRAL] Who is the primary holder, who is the primary holder?
[CUSTOMER][NEUTRAL] Oh wait, no, that is her.
[CUSTOMER][NEUTRAL] Um, um, [PII]
[AGENT][NEUTRAL] So I'm talking about it's the, I'm talking about is the wife of the customer is the primary holder. That's what I need to know.
[CUSTOMER][NEUTRAL] Yeah it looks like it's the wife.
[AGENT][NEUTRAL] OK, give me her social. You said you had it?
[CUSTOMER][NEGATIVE] No, I don't have it that's my problem.
[AGENT][NEUTRAL] OK, OK, that's fine. Spell the last name for me.
[CUSTOMER][NEUTRAL] Last name is [PII] and that is [PII]
[AGENT][NEUTRAL] OK, spell the first name.
[CUSTOMER][NEUTRAL] It's [PII] and it's [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] And she did not come up in our system. That person is not, do not have a policy with our company. She's not coming up in our system and I put in her last name [PII] and put in her first name [PII], and she's not coming up.
[CUSTOMER][NEUTRAL] It's not coming up at all, OK, but with this number that I've called with the name on the actual insurance card.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Am I at the actual, am I at the correct location?
[AGENT][NEUTRAL] Where you got American Public Life benefit in the card, they have a different number. I don't know their number, but if she had a coverage with American Public Life, which benefit in the card does have coverage with our company also, but she's not coming up in our system at all. What's the husband's first name? Maybe it's in your husband's name. What's his first name?
[CUSTOMER][NEUTRAL] I do not I do not have a spouse even listed.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, well, you
[AGENT][NEUTRAL] Oh, OK. I thought you said, uh, you seen a spouse. OK. Well, maybe you're gonna have to contact the insured and see exactly what she's supposed to have and maybe you can get a social, uh, something and call us back, but by that name that you gave me, she did not come up in our system.
[CUSTOMER][NEUTRAL] OK, that's what I needed to know. um, [PII], is there any way that I can get a call reference number for today's call?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You're gonna use my name in today's date.
[CUSTOMER][POSITIVE] And today's date, got it. All right, very good. Thank you so much. Have a wonderful afternoon.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You too, and thank you for calling American Public Life, [PII]. You have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm