AccountId: 011433970860
ContactId: 7fc19981-34d1-492c-be32-c624f4fc8459
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 418480 ms
Total Talk Time (AGENT): 83661 ms
Total Talk Time (CUSTOMER): 118431 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/7fc19981-34d1-492c-be32-c624f4fc8459_20250519T18:20_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] calling from the provider's office to check the claim status.
[AGENT][POSITIVE] Sure, I can help you with claim status. Can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, the callback number is [PII], and it's a direct line.
[AGENT][NEUTRAL] OK. And do you have the policy number?
[CUSTOMER][NEUTRAL] And the policy number is A as in Alpha 63611103.
[AGENT][NEUTRAL] Right, give me just a moment.
[CUSTOMER][NEUTRAL] CO
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Give me just a second. I'm not being, I'm not able to pull that up. Just give me just one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], is that a medical provider line?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I am not showing a policy under that number. Do you have a different policy number?
[CUSTOMER][NEUTRAL] I'm not sure.
[CUSTOMER][NEUTRAL] Yeah, ma'am. Whether I am called to medical provider line?
[AGENT][NEUTRAL] Um, this is APL, American Public Life.
[CUSTOMER][NEUTRAL] could be able to
[CUSTOMER][NEUTRAL] Uh, transfer me to the medical provider line.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] If you're needing claim status, I can help you, but I just can't, I, I don't have a policy with that number.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK. I have your social security number. Will you help me with that number?
[AGENT][NEUTRAL] OK, let's try that number.
[CUSTOMER][NEUTRAL] And the Social Security number is [PII].
[AGENT][NEUTRAL] And is that their social security number?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can I get you to verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, hold on, because that didn't pull up the right person.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] So give me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what did you say his first name was?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Can you spell that please?
[CUSTOMER][NEUTRAL] Uh it's [PII].
[AGENT][NEUTRAL] And last name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We don't have anyone with that name.
[AGENT][NEGATIVE] Or that social security number, it did not.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[AGENT][NEGATIVE] It did not work.
[AGENT][NEUTRAL] Do they have coverage through APL?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sorry, but I'm just trying to get uh [PII].
[AGENT][NEUTRAL] OK, give me just a second.
[CUSTOMER][NEUTRAL] do that.
[AGENT][NEUTRAL] Yeah, I'm not showing anyone.
[CUSTOMER][NEUTRAL] Yeah sure
[AGENT][NEUTRAL] Do you know what kind of policy they have with us?
[CUSTOMER][NEUTRAL] OK, ma'am. Could you verify your payer ID?
[AGENT][NEUTRAL] Our payer I
[CUSTOMER][NEUTRAL] Could you verify your pay ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] But I'm having a 64556.
[CUSTOMER][NEUTRAL] Well I think you can book the.
[AGENT][NEUTRAL] Is it through APL?
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Sorry, I get a wrong uh call.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] That's all right.
[AGENT][POSITIVE] Thank you for calling
[CUSTOMER][POSITIVE] Thank you, [PII], for your kind assistance. Mhm.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] 9 of 2