AccountId: 011433970860
ContactId: 944be0d2-1cd4-44cb-8b0b-ae7fd7a1ef1a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 359239 ms
Total Talk Time (AGENT): 72876 ms
Total Talk Time (CUSTOMER): 152854 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/2025/06/11/944be0d2-1cd4-44cb-8b0b-ae7fd7a1ef1a_20250611T21:25_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, [PII]. I'm [PII] from the provider's office. I want to check for.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good call back number?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] I think you have the policy number for the patient.
[CUSTOMER][NEUTRAL] Uh, OK, OK, hold on a long one. So it's A as in Alpha, F as in Frank, L as in Lima, M as in Mary, F as in Frank, E as in Echo, A as in Alpha, 683451523.
[AGENT][NEUTRAL] Um, it's not one of our policy numbers. Are you, are you trying to call American Public Life?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Do you have the last name of the patient?
[CUSTOMER][NEUTRAL] That's the one.
[CUSTOMER][NEUTRAL] Yeah, it's um
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] It's uh hold on. It's Monday it's like [PII] [PII].
[CUSTOMER][NEUTRAL] [PII], yeah.
[AGENT][NEUTRAL] And the first name?
[CUSTOMER][NEUTRAL] It's uh
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I do have patient SSN if you want.
[AGENT][NEUTRAL] Oh, OK. Um, give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, what was her social?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] I'm not able to pull up uh any of that information in our system with the information you provided.
[AGENT][NEUTRAL] You have a group number?
[CUSTOMER][NEUTRAL] Uh, I tried to check with the, uh, uh, yeah, hold on. So, patient uploaded the name like the insurance card. Uh, it has the, yeah, group number is A as in apple, F as in Frank, L as in Lima, 100, A as in Apple.
[AGENT][NEUTRAL] Yeah, that's
[CUSTOMER][NEUTRAL] It's yeah, American Financial Security.
[AGENT][NEUTRAL] What was it?
[CUSTOMER][NEUTRAL] The same contact number, yeah.
[AGENT][NEUTRAL] Did you say American Financial?
[CUSTOMER][NEUTRAL] Yeah, that's the uh member ID.
[CUSTOMER][NEUTRAL] Uh, yeah, it's American Financial Security Life Insurance.
[CUSTOMER][NEUTRAL] Is it different?
[AGENT][NEUTRAL] OK. Yeah, we're American public life, um, we're not affiliated with them.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh wait, hold on, but I dialed, uh, it's different, I guess. OK, I do have another patient to check.
[AGENT][NEUTRAL] OK, you have that number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, give me a second.
[CUSTOMER][NEUTRAL] Uh, uh, the member ID is 025.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 80728
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] It's um
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And date of service and bill charges?
[CUSTOMER][NEUTRAL] [PII], built on $338.35.
[AGENT][NEUTRAL] And you said [PII], is that correct?
[CUSTOMER][NEUTRAL] Yeah, 35.
[AGENT][NEUTRAL] Uh, it looks like we don't have that claim on file. Can you resubmit?
[CUSTOMER][NEUTRAL] Yeah, hold on, let me.
[CUSTOMER][NEUTRAL] Can I get the claim mailing address and if there is an electronic ID?
[AGENT][NEUTRAL] The claim's mailing address is [PII].
[AGENT][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. So it's uh [PII]. Yeah, I wanna verify. It's [PII], [PII]. The ZIP code [PII].
[AGENT][NEUTRAL] A pair
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] And electronic pay ID?
[AGENT][NEUTRAL] It's 60801.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] Give me a second.
[CUSTOMER][NEUTRAL] Yeah, uh, can I get a reference number for this call, please?
[AGENT][NEUTRAL] Uh, it's my name is [PII] and today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Initial for last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you so much, [PII]. That's all.
[AGENT][POSITIVE] OK. Thank you for calling APL. Have a great day. Bye-bye.