AccountId: 011433970860
ContactId: 813b9ee7-ca5f-492f-a4cd-e9c48d30781f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 259510 ms
Total Talk Time (AGENT): 89127 ms
Total Talk Time (CUSTOMER): 81825 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/813b9ee7-ca5f-492f-a4cd-e9c48d30781f_20250404T16:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from office to check the claim status. Could you please spell out your name?
[AGENT][NEUTRAL] Sure, it's [PII] and I can check on a claim for you. Uh, so, can I get a good callback number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. Your name is [PII], right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Callback number is [PII] and it's a direct line.
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] The policy number will be
[CUSTOMER][NEUTRAL] 2491872
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] The patient name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. what was the date of service for this claim?
[CUSTOMER][NEUTRAL] The date of service is [PII].
[AGENT][NEUTRAL] OK, and then uh that bill amount, please?
[CUSTOMER][NEUTRAL] The bill amount is $1,256.70.
[AGENT][NEUTRAL] OK, I'm sorry, that was $1,256.70?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK. Um, so I will tell you, um, the policy number you gave me was for their accident policy and I'm not showing that we've received any claims for this policy. They don't have any other um medical policies with us.
[CUSTOMER][NEUTRAL] Uh, could you please check with the claim number?
[AGENT][NEUTRAL] Uh, you can give me a claim number.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] 20
[CUSTOMER][NEUTRAL] Just a moment. Uh 202-411-180393.
[AGENT][NEUTRAL] OK, that's not one of gonna be one of our claim numbers, [PII], that's gonna be much too long to be one of our claim numbers.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Were you, and of course this is American Public Life, is that who you were trying to contact?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, yeah, I have no claims on file for this member, [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] No claim on file?
[AGENT][NEUTRAL] Right, that claim number that you gave me is not one of our claim numbers. I think it might be through a different carrier.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The member ID is 249187, so that is not matching, right?
[AGENT][NEUTRAL] I did find the member in our system, but it's for their accident policy.
[AGENT][NEUTRAL] It's not for a medical policy or anything like that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, [PII], could you please uh transfer the call.
[AGENT][NEUTRAL] Where would you like me to transfer?
[CUSTOMER][NEUTRAL] To correct pay you.
[AGENT][NEUTRAL] I, I don't know who that might be. I don't know who that claim number is through.
[CUSTOMER][POSITIVE] OK. Thank you so much for the information, [PII]. Have a good day.
[AGENT][POSITIVE] Sure, yeah, thanks for giving us a call have a great rest of your day bye bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Alright