AccountId: 011433970860
ContactId: 89170b2c-3468-4869-8708-df42195dd3f8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240919 ms
Total Talk Time (AGENT): 71180 ms
Total Talk Time (CUSTOMER): 120988 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/89170b2c-3468-4869-8708-df42195dd3f8_20250324T19:23_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office, check on a claim status.
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you. What is the callback number, please?
[CUSTOMER][NEUTRAL] Sure, that's [PII]. And that's the direct line.
[AGENT][NEUTRAL] Thank you, [PII]. And I can help you with that claim status. What is the policy number for the patient?
[CUSTOMER][NEUTRAL] Sure, that's 00266422.
[AGENT][NEUTRAL] And [PII], what is the patient's name? And you said 0266422?
[CUSTOMER][NEUTRAL] No, no, that's uh 00266422.
[AGENT][NEUTRAL] I don't think that's gonna be the policy number, but let me check.
[AGENT][NEUTRAL] Or do you have a claim number?
[CUSTOMER][NEUTRAL] No, I don't have the claim number.
[AGENT][NEUTRAL] OK, that's not gonna be the policy number. Let's do a name search. What is the patient's last name?
[CUSTOMER][NEUTRAL] Uh, last name [PII].
[AGENT][NEUTRAL] And the first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And that's [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Correct. That's [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] bigger.
[AGENT][NEUTRAL] I am not pulling up a [PII] in our system. Do you happen to have the social? I can check that way as well.
[CUSTOMER][NEUTRAL] Mm, yes. So, security number.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let me check with that and see.
[AGENT][NEUTRAL] Yeah, I'm not pulling that up. Do you happen to have an APL ID card?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] I can check by that way as well.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I feel I do have with the patients, you know, uh, members, I mean, policy insurance card with me, but
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] OK. That's the policy ID I have on the insurance card too.
[CUSTOMER][NEGATIVE] So you don't have any patience with them.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, sir. I did not.
[CUSTOMER][NEUTRAL] Mm. All right. So I guess I have to contact the patient, uh, you know, for updating the insurance information.
[CUSTOMER][NEUTRAL] I guess I've reached the right department for the patient for this, right, so it's American plan administrator.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] No, we're American Public Life.
[CUSTOMER][NEUTRAL] I am.
[CUSTOMER][NEUTRAL] OK. American Public Life.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] So you, your address [PII].
[AGENT][NEUTRAL] That's not our address either.
[CUSTOMER][NEUTRAL] OK. So, in that case, I think I'll uh uh reach you to some other department.
[AGENT][NEGATIVE] Yeah, I'm sorry I'm not able to help.
[CUSTOMER][NEUTRAL] Mm. All right. So,
[CUSTOMER][POSITIVE] OK, it's fine. No worries. I think I'll have to call, you know, I'll check for an alternate phone number and I'll just give you a call. Thank you so much for your time.
[AGENT][POSITIVE] It was my pleasure to try to assist you and [PII], thank you for calling APL have a wonderful afternoon.
[CUSTOMER][POSITIVE] Yes, yes, yes. Bye-bye. You too.
[AGENT][POSITIVE] Thank you. Bye-bye.