AccountId: 011433970860
ContactId: 828ef00f-3ef1-4607-b6e3-4073250357ed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 353619 ms
Total Talk Time (AGENT): 107273 ms
Total Talk Time (CUSTOMER): 116639 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/828ef00f-3ef1-4607-b6e3-4073250357ed_20250417T18:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I am not sure I'm calling the right place, but um I am trying to check claim status for a patient.
[AGENT][NEUTRAL] Yeah, absolutely. We can check a claim for you. Do you have that patient's uh policy number?
[CUSTOMER][NEUTRAL] I showed as in D as in Delta 4903094.
[AGENT][NEUTRAL] OK, we unfortunately can't pull the members with that number. Do you have their name or social? I can check by that.
[CUSTOMER][NEUTRAL] Uh yes, his name is [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And he has two last names, [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And do you know, does the patient reside in [PII]?
[CUSTOMER][NEUTRAL] Uh, no, in [PII].
[AGENT][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] Uh, sometimes these double last names can be tricky. Um, let's see.
[AGENT][NEUTRAL] Just like how they have it in the system.
[CUSTOMER][NEUTRAL] Let me see, I'm trying to see.
[CUSTOMER][NEUTRAL] It show it does show [PII].
[AGENT][NEUTRAL] OK, let me try maybe just.
[CUSTOMER][NEUTRAL] On his card.
[AGENT][NEUTRAL] And uh
[AGENT][NEGATIVE] Gosh, nothing comes up right off the bat.
[AGENT][NEUTRAL] Do you know if he is the um subscriber like the policy holder?
[CUSTOMER][NEUTRAL] Yes he is.
[AGENT][NEUTRAL] Do you have their social by chance or no?
[CUSTOMER][NEUTRAL] I do, uh, let me put, let me get it uh uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, let me try that.
[AGENT][NEUTRAL] Yeah, I don't see anything. Do you have his card? Do you see any other, like any other info maybe on it?
[CUSTOMER][NEUTRAL] Um, this has, you know, and the weird thing on the card, it says employee ID, which it doesn't say member ID, and when they scanned it, it's, it kind of cut off, but it shows the group number, his name, and it shows medical coverage.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] 947-9.
[AGENT][NEUTRAL] Search that group and just see if I can.
[AGENT][NEUTRAL] Find somebody here let's see.
[AGENT][NEUTRAL] Does a group show LTC [PII] something?
[AGENT][NEUTRAL] Does it have a name by chance?
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Uh, group is.
[CUSTOMER][NEUTRAL] It shows American Staff Corp, but it doesn't really have a name so I know it's when I call the number on the card it gives me options and it says indemnity and it says MEC so I mean I really didn't know which one to that's why I didn't know if I was calling the right place.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah, no, I mean we do offer like secondary indemnity plans, um, you know, and you did, I mean, as far as like we can definitely, we check eligibility claims, all of that, um, I just am not finding any patient information and then when I searched the group number.
[AGENT][NEUTRAL] Um, it comes up as an LTC Jefferson, but it doesn't show an active as an active group with us, so I don't even know if, yeah.
[CUSTOMER][NEUTRAL] Group, yeah.
[CUSTOMER][NEUTRAL] OK, no, that's fine. I mean it doesn't help that the card was cut off a little bit so.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] But OK, alright then, well, let me see, let me see, uh, what other avenues I'll take. I appreciate your help though. thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, no. You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye