AccountId: 011433970860
ContactId: 7c43ec6a-9926-43d1-af1a-e053c482d46c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 449839 ms
Total Talk Time (AGENT): 217150 ms
Total Talk Time (CUSTOMER): 185957 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/7c43ec6a-9926-43d1-af1a-e053c482d46c_20250530T14:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Statler Hayes Group, and I'm calling to follow up on a verification request that we sent over on [PII] for [PII], and I'm checking to see the status of that if I could please.
[AGENT][NEUTRAL] OK, um, you, I'm sorry, you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, uh, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII] and that's direct to me.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, thank you and I'm sorry, when you say verification, do you mean uh regarding uh specific procedures?
[AGENT][NEUTRAL] Or regarding eligibility?
[CUSTOMER][NEUTRAL] Uh, verification of insurance policy, uh,
[CUSTOMER][NEUTRAL] Yes, we're assisting with Medicaid for uh [PII], and they're requesting um policy information.
[AGENT][NEUTRAL] I see, OK, um, do you have that policy number?
[CUSTOMER][NEUTRAL] I do not. I have a social security number or date of birth.
[AGENT][NEUTRAL] OK, uh, social will work.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK thank you one moment please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Oh, what was the name for the member?
[CUSTOMER][NEUTRAL] It's [PII]. The first name is [PII]
[CUSTOMER][NEUTRAL] Last name [PII].
[AGENT][NEUTRAL] OK, um, [PII], I'm going to read back the social to make sure I heard that correctly because I did not get a result with that um that social was [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, so I did not get a result with that. Um, let me try searching with his name. uh that first name you said that was [PII]
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, that's correct. And the last name is [PII].
[AGENT][POSITIVE] OK. All [PII].
[CUSTOMER][NEUTRAL] With an [PII] at the end.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I do not have anyone with that name in our system, [PII].
[CUSTOMER][NEUTRAL] OK, um, so what I would need to do because Medicaid is requesting this, I need to see if I can find some, uh, just get something in writing from your office saying that you're unable to locate a policy with her name and or social security number, um, just so that we can provide that to Medicaid, showing that we did our due diligence, um, and that we have reached out to you.
[CUSTOMER][NEUTRAL] Um, to, uh, request the documentation that they requested, and that you're unable to find a policy for her.
[AGENT][NEUTRAL] For the member, OK.
[CUSTOMER][NEUTRAL] How would I go about doing that?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Well first, just so that I'm you know I, I gotta ask because there are a lot of companies that sound similar to ours just to make sure you were uh trying to call American Public Life correct?
[CUSTOMER][POSITIVE] That's correct, yes.
[AGENT][NEUTRAL] OK, have to ask. I know there's a lot that sound similar and sometimes they get different numbers, um, well, I'm not quite sure Miss season.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I know it's true. It's I understand.
[AGENT][NEUTRAL] Give me just a moment. I'm going to put you on a brief hold uh and reach out to uh some other departments, see what we might be able to do for you.
[CUSTOMER][POSITIVE] Thank you so much. I appreciate it.
[AGENT][NEUTRAL] Of course, absolutely one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I have no idea.
[CUSTOMER][NEUTRAL] Ferring.
[CUSTOMER][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you today?
[CUSTOMER][POSITIVE] I'm doing well thanks for asking. How about yourself?
[AGENT][POSITIVE] Doing good starting the day off with uh curveballs um.
[AGENT][NEUTRAL] I've got a uh provider on the line and I'm pretty sure there's nothing we can do but she's wanting a letter um she said she wanted a letter of verification regarding uh coverage for a member.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] However, the member is not in our system. She didn't have a policy number, gave me a social and their name, they're just not in our system, and she then requested a letter stating like from us that we could not locate this number. She said it was from Medicare. um, I don't know that that's something we're able to do.
[CUSTOMER][NEUTRAL] We might need to put a herb request in for that because I don't.
[CUSTOMER][NEGATIVE] I don't see how we can do something like that.
[AGENT][NEUTRAL] I don't either because I mean while we might be able to put the name I don't think it'd be a good idea to like mention the social because that's what she said so I I don't know I didn't know if that was something that we did or not.
[CUSTOMER][NEGATIVE] No, we can't. No, no, that's against, um, HIPAA. We can't provide anything like that. We can't. If it was somebody in the system and they wanted a letter of verification that it was canceled, it would be that the insured would have to ask for that, um, but this isn't a person in our system, we can't provide that detail like that. I don't.
[AGENT][NEUTRAL] OK, so
[AGENT][POSITIVE] Absolutely, yeah.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][POSITIVE] Thanks. So yeah, you're within the right guidelines and.
[AGENT][NEUTRAL] I, I
[AGENT][NEUTRAL] Yeah, I figured, but I just, I had to make sure in case there was some something I wasn't aware of, so I might, you know, I got I can I can tell her that the actual number or individual can give us a call if they have questions or something. Alright, well I appreciate it. Thank you. I'll just tell her we're not able to do that.
[CUSTOMER][POSITIVE] No, ma'am. You're good.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] You're welcome, love. You have a good day and I hope the rest of the day is better. All right, thanks.
[AGENT][NEUTRAL] Hi
[AGENT][POSITIVE] You too thank you. I appreciate it. Bye.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] All right [PII], I apologize for that wait are you still with me?
[CUSTOMER][POSITIVE] I am. Thank you so much.
[AGENT][NEUTRAL] Absolutely OK so unfortunately this is not something that we're able to do as we have absolutely no record of anyone with this name in our system um we're not able to provide any sort of documentation um with their information even stating that they've never had a policy with us if there's any questions or concerns, I mean the individual can give us a call or even um Medicare can give us a call if they need clarification um that they're not in our system but we're not gonna be able to provide any sort of documentation.
[CUSTOMER][NEUTRAL] OK, I will uh let the attorney know and and maybe they can have Medicaid call to verify that if they, if they want. That would be great. All right.
[AGENT][POSITIVE] Sure, absolutely.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][POSITIVE] Thank you so much for your help. I really appreciate it.
[AGENT][POSITIVE] Absolutely yeah I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.