AccountId: 011433970860
ContactId: 9250f8cd-a8e0-4253-9354-7e8e93c4dc06
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182070 ms
Total Talk Time (AGENT): 97139 ms
Total Talk Time (CUSTOMER): 69571 ms
Interruptions: 4
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/9250f8cd-a8e0-4253-9354-7e8e93c4dc06_20250221T13:54_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider's office on claims.
[AGENT][NEUTRAL] OK, [PII], you're needing claim status, is that correct?
[CUSTOMER][NEUTRAL] A status is that correct? Yes.
[AGENT][POSITIVE] Yes, I can help you with that. And [PII], what is your callback number?
[CUSTOMER][POSITIVE] Yes, I can help you with that. What is your callback number?
[CUSTOMER][NEUTRAL] Yeah, the callback number is
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and [PII], how many claims do you have to check status on today?
[CUSTOMER][POSITIVE] Thank you and I.
[CUSTOMER][NEUTRAL] Uh, only 2 to 3.
[AGENT][NEUTRAL] How many?
[CUSTOMER][NEUTRAL] Uh, 2 to 3 claims.
[AGENT][NEUTRAL] 2 or 3.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 2
[AGENT][NEUTRAL] 2
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, I can help you with this, and [PII] you will use my name that I gave you along with today's date as each of your call reference numbers. Also, any information that I provide for you today on a claim will be a verification of benefits and not a guarantee of payment. And lastly, if you need, if we do have the claims on file and you need a copy of the explanation of benefits, you may print them directly from our portal by going to secured.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The website again is [PII]
[CUSTOMER][NEUTRAL] Uh, after that. Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, [PII]. Could you spell that for me?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] So what is your first patient's policy number, please?
[CUSTOMER][NEUTRAL] It's 204.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 337
[CUSTOMER][NEUTRAL] 7663.
[AGENT][NEUTRAL] OK, that is not an American Public Life policy number, 2043377663. What company were you trying to reach?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah. Uh, it's a Medicaid. It's a Manhattan Life Medicaid supplement plan.
[AGENT][NEUTRAL] I'm sorry, what was the name of the company?
[CUSTOMER][NEUTRAL] It's a Manhattan Life Medicare supplement plan.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Yes, sir, you've called the wrong company.
[CUSTOMER][POSITIVE] OK. I'm sorry for that.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Uh uh.
[CUSTOMER][POSITIVE] Sure. Thank you so much. I'm sorry for this.
[AGENT][NEUTRAL] OK, you're welcome. Oh, that's OK. Is there anything else I can help you with this morning, [PII]?
[CUSTOMER][NEUTRAL] Mm, no.
[AGENT][POSITIVE] OK, well then, thank you again for calling APL and I hope you have a very nice weekend.
[CUSTOMER][NEUTRAL] That's mhm.
[CUSTOMER][NEUTRAL] Yeah, you too.
[AGENT][POSITIVE] Thank you. Mm bye-bye.
[CUSTOMER][NEUTRAL] Bye.