AccountId: 011433970860
ContactId: 7e5a1489-5ee2-46cc-bb0d-88b71c10c78a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 357380 ms
Total Talk Time (AGENT): 132209 ms
Total Talk Time (CUSTOMER): 157830 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/7e5a1489-5ee2-46cc-bb0d-88b71c10c78a_20250415T17:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], yes, my name is [PII] from Inform Healthcare, and I'm just calling to check a claim status if um patient's account was paid.
[AGENT][POSITIVE] OK, [PII], I'm happy to check a claim for you. Do you have the patient's policy number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, I do, uh, we have, let me count the 0, let me see, we have 1234, 500.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then 822 and then 6601.
[AGENT][NEUTRAL] Alright, let me pull this up here.
[CUSTOMER][NEUTRAL] We have a lot of secondary sitting in our bucket and I'm like I'm just has to be paid. This stuff is old, you know.
[AGENT][NEUTRAL] Uh, do you have a good call back?
[CUSTOMER][NEUTRAL] It's in February. I know it's paid. Mhm.
[AGENT][NEUTRAL] Do you have a good callback number?
[CUSTOMER][NEGATIVE] Yes, [PII]. I don't like doing double work now they had me do all these 178. I'm like, wait a minute here, I'm not gonna print all these, something is wrong.
[AGENT][NEUTRAL] Or
[AGENT][NEUTRAL] It's too much, yeah. OK. And just to confirm it was 8226601 with 5 leading zeros?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][NEGATIVE] OK, that didn't come up.
[CUSTOMER][NEUTRAL] That's what we have for his policy, hm.
[AGENT][NEUTRAL] Do you have his name or social or? OK.
[CUSTOMER][NEUTRAL] Yes, I do. Uh-huh. His name is [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[CUSTOMER][NEGATIVE] It amazes me when they admitted in the hospital and they just don't have the right information when they go in. I don't know.
[AGENT][NEUTRAL] Yeah, you would, well, you might not be surprised, but how many people call me for eligibility, and I'm like that policy hasn't been active for like 5 years.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Mhm. Yeah, and then they get mad with us, right when we send the bill, but we don't see you. This, you go to the hospital, we don't see you here, so.
[AGENT][NEUTRAL] And they're like, oh.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] You gotta fill this out right.
[AGENT][NEUTRAL] Do you, what state does the patient reside in, do you know?
[CUSTOMER][NEUTRAL] Here, yes, I do. He resides in [PII].
[AGENT][NEUTRAL] Sorry, OK.
[CUSTOMER][NEUTRAL] Yeah, he has Medicare and this is what he's put on his secondary American Republic. It's a Plan F.
[AGENT][NEUTRAL] OK, so we, [PII], we're American Public Life.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, that's what he has on here, American Republic life, mhm.
[AGENT][NEUTRAL] We're not republic, it's just public.
[CUSTOMER][NEGATIVE] Oh, he put Republic, so I don't know, you know, like I said when they're admitted, I don't know, but that's what he put on there, so that's not the right insurance he gave.
[AGENT][NEUTRAL] I don't know his last name is [PII], is that right?
[CUSTOMER][NEUTRAL] Yes, [PII], uh-huh, and then [PII].
[AGENT][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So nothing comes up right off the bat with his name. If you have a social, I'm happy to check by that.
[CUSTOMER][NEUTRAL] Sure, it's on his Medicare form. You ready?
[AGENT][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] Now he's gonna get this bill 572.
[CUSTOMER][NEUTRAL] 508,540.
[AGENT][NEUTRAL] OK, let me try that really quick.
[CUSTOMER][NEUTRAL] Mhm if not then.
[CUSTOMER][NEUTRAL] I mean he's [PII] too so I gotta give him a pass.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah, [PII], nothing comes up by social. So we are American Public Life. If he put American Republic, that may be a different company, I'm not certain, but I don't see anything with us.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, let me look at that insurance bucket again. Yeah, American, it came up American Public Life PO Box. This is the [PII], yeah, that's what, yep, that's what it comes up as American Puppy, secondary, and that's the policy number. Well, we'll just bill him because it says [PII]. That's where he stays in [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yep.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] I don't see let me let me.
[CUSTOMER][NEUTRAL] So [PII], date of birth.
[AGENT][NEUTRAL] Try one other way, just because he's older, he may, I, who knows when he took out this policy, so let me try.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me try one other way cause we do have some older ones where people took him out in like the [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Thanks for your patience on that, [PII]. Yeah, that didn't bring anything, that didn't bring anything up either today, so.
[CUSTOMER][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] OK, well, I'm gonna send this to him and I'm glad I didn't mail you this because it would have came back denied or patient ineligible because we were gonna mail a claim to you, OK.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Is there anything else I can check?
[CUSTOMER][NEUTRAL] I'm gonna just put that this is not found. OK. No, that was it.
[AGENT][NEUTRAL] Yeah, OK. OK.
[CUSTOMER][POSITIVE] Thank you, sorry about that.
[AGENT][POSITIVE] You're welcome. That's all right. No, have a good day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.