AccountId: 011433970860
ContactId: 7f260656-aaa0-4033-9b0b-fc1aff747bdb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 435739 ms
Total Talk Time (AGENT): 156501 ms
Total Talk Time (CUSTOMER): 203565 ms
Interruptions: 4
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/7f260656-aaa0-4033-9b0b-fc1aff747bdb_20250207T19:05_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], good afternoon. This is [PII].
[CUSTOMER][NEUTRAL] And my last name initial is [PII].
[CUSTOMER][NEUTRAL] And I'm calling on behalf of Walker Baptist Medical Center.
[CUSTOMER][NEUTRAL] Just wanted to make a follow up regarding the claim status.
[AGENT][NEUTRAL] OK, and I'm sorry, did you say your name is [PII] or [PII]?
[CUSTOMER][NEUTRAL] It's [PII] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Thank you. And [PII], what is your callback number, please?
[CUSTOMER][POSITIVE] Mhm yeah sure you're welcome.
[CUSTOMER][NEUTRAL] Mhm it's [PII] and by the way, that is a direct line.
[AGENT][NEUTRAL] OK, thank you and you said that you were needing claim status, is that correct?
[CUSTOMER][POSITIVE] Yeah, that is correct.
[AGENT][POSITIVE] Yeah, yes, I can help you with that and [PII], how many coins do you have to check status on?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm, I only have one claim for this call.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what is that member's policy number, please?
[CUSTOMER][NEUTRAL] Mhm, yeah.
[CUSTOMER][NEUTRAL] OK. It's
[CUSTOMER][NEUTRAL] Mike
[CUSTOMER][NEUTRAL] Delta X-ray.
[CUSTOMER][NEUTRAL] Followed by 5 consecutive zeros.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] 8379.
[AGENT][NEUTRAL] OK, so now, [PII], that is not, yes, sir, that is not a policy number for our company. I'm with American Public Life Insurance.
[CUSTOMER][NEUTRAL] Mhm OK sure you get it?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, I see. OK.
[CUSTOMER][NEUTRAL] That's um
[AGENT][NEUTRAL] Is that the company that you were trying to reach?
[CUSTOMER][NEUTRAL] Could you help me?
[CUSTOMER][NEUTRAL] Mhm hold on while I uh pull up the member's information.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, please bear with me.
[AGENT][NEUTRAL] Uh-huh. Sure.
[CUSTOMER][NEUTRAL] Thank you, [PII]. What, so what did you say again that the, the insurance that you're catering with? Because as I can see here on
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] I work for American Public Life.
[AGENT][NEUTRAL] I work for American Public Life Insurance and that policy number you gave me is not for our company.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What company were you trying to reach?
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] As I as I pull up the member's information or the member's card here, I can see here that
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] The insurance indicated here is just like you said, American Public Life.
[AGENT][NEUTRAL] OK, so if you do, so.
[CUSTOMER][NEUTRAL] Mhm hold on while I uh.
[CUSTOMER][NEUTRAL] Mhm, OK.
[AGENT][NEUTRAL] So you do have a copy of the ID card?
[CUSTOMER][NEUTRAL] OK. Yeah. Yes, I do have the copy of the ID card. Uh, yeah, uh-huh, yeah, go ahead.
[AGENT][NEUTRAL] OK, so there should be another.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, so I need the policy number.
[CUSTOMER][NEUTRAL] I can see here as a policy slasher.
[CUSTOMER][NEUTRAL] Yeah, I already saw it. So let's try this one. It's 141.
[CUSTOMER][NEUTRAL] 632 7.
[AGENT][NEUTRAL] 632-7. Is that correct?
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Yes, yes, that's correct. 1416327.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] That's the policy or er number indicated here.
[CUSTOMER][NEUTRAL] OK, yeah, sure.
[AGENT][NEUTRAL] OK, so just one moment while I get this policy information pulled up please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yeah, sure, take your time, [PII].
[AGENT][POSITIVE] Thank you, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And any information that I do provide for you today [PII] would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm. OK. So the members or the patient's name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And your date of service and total build amount please.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] The date of service is [PII] and the bill amount.
[CUSTOMER][NEUTRAL] is $38,67 even.
[AGENT][NEUTRAL] 38167. Is that correct?
[CUSTOMER][POSITIVE] Yes, that is correct.
[AGENT][NEUTRAL] 381-67
[CUSTOMER][NEUTRAL] 381-67.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Mm, no problem.
[AGENT][NEUTRAL] OK, and again you said the data services 95-2024, is that correct?
[CUSTOMER][POSITIVE] Mhm, that is correct also.
[AGENT][NEUTRAL] OK, so there is no claim on file for her for this data service with APL. This policy Angela was not active for that data service and she doesn't have another policy that would have been active.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This policy has an effective date of [PII].
[AGENT][NEUTRAL] And a term date of [PII]. And again, there is no other coverage with our company.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, I see.
[CUSTOMER][NEUTRAL] OK, OK, I see. Hold on while I, um, document that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So this number.
[CUSTOMER][NEGATIVE] Has no.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah, it's not active at the time of the.
[CUSTOMER][NEUTRAL] Uh, the availment, OK.
[AGENT][POSITIVE] That, yes, that is correct.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, hold on. I I uh double check on that.
[CUSTOMER][NEUTRAL] OK. Uh, that sounds crazy for me.
[AGENT][NEUTRAL] OK, well, if that's all I can help you with, thank you again for calling APL Angelo and again if you need a call reference nu[PII], you would use my name along with today's date.
[CUSTOMER][NEUTRAL] And uh.
[CUSTOMER][NEUTRAL] Yeah, that, that's all that's.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] OK, thank you [PII] for assisting me today. You have a great day ahead, OK?
[AGENT][POSITIVE] OK, thank you, I hope you do too, [PII], and thank you again for calling APL.
[CUSTOMER][NEUTRAL] Providers.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][POSITIVE] You're welcome.