AccountId: 011433970860
ContactId: 96dc6efa-f261-4ddf-b9a5-eb5b175a88ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 325010 ms
Total Talk Time (AGENT): 182117 ms
Total Talk Time (CUSTOMER): 90820 ms
Interruptions: 1
Overall Sentiment: AGENT=-0.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/96dc6efa-f261-4ddf-b9a5-eb5b175a88ff_20250122T17:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. With whom am I speaking to? How may I help you?
[CUSTOMER][NEUTRAL] Hello. Hi. My name is [PII] I'm calling from provider office and I want to check general claim status.
[AGENT][NEUTRAL] OK, [PII]
[AGENT][NEUTRAL] OK. Give me one moment.
[CUSTOMER][POSITIVE] Yes, take your time.
[AGENT][NEUTRAL] OK, what's a good call back number for you in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, my callback number is [PII], no extension.
[AGENT][NEUTRAL] OK, and what's the policy number you're calling regarding?
[CUSTOMER][POSITIVE] Wow
[CUSTOMER][NEUTRAL] The policy number is 00000.
[CUSTOMER][NEUTRAL] It means that here in the start of 5 consecutive 0.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] And 86.
[AGENT][NEUTRAL] I'm sorry, uh, repeat that for me please, [PII], because that, uh, that looks like too many numbers, but repeat it for me again please.
[CUSTOMER][NEUTRAL] Yes, go ahead, please.
[CUSTOMER][NEUTRAL] Yes, the policy number is 5 consecutive 0.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 86
[CUSTOMER][NEUTRAL] 60
[CUSTOMER][NEUTRAL] 530.
[AGENT][NEUTRAL] OK, give me one moment. Now, [PII], I'm gonna try to assist you. You did say this is for a dental claim. So when you call in, you wanna make sure that you're clicking the option that is appropriate for the dental cue. Um, I will see if I can assist you with this, uh, your status of the claim. Is that what you're calling for today? Yes, that's what you said. I will try to assist you. If I can't, I will have to transfer you, OK? So give me one moment to see if I can pull that up.
[CUSTOMER][NEUTRAL] Are you calling from dental?
[AGENT][NEUTRAL] OK, so the, the number that you gave me is not locating a policy number that's not coming up as a policy number.
[CUSTOMER][NEUTRAL] So, so, uh, I have this patient, uh, for the medical.
[CUSTOMER][NEUTRAL] Not for dental.
[AGENT][NEUTRAL] What's the
[AGENT][NEUTRAL] Oh, you said medical. It uh it seemed like you said I'm calling for the dental status when you called in. OK, so what is the member's last name? That's not a policy number that I can locate. What's their last name?
[CUSTOMER][NEUTRAL] OK. Yeah, sure. The last name is [PII].
[CUSTOMER][NEUTRAL] And the last name is [PII].
[AGENT][NEGATIVE] And no, no, no, no, no, no, no, no, no, you're supposed to give me the last name first and you gave me the first name first. OK, spell the last name please.
[CUSTOMER][NEUTRAL] The last name is [PII]. That's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] There is no no [PII] coming up in our system, OK, so you wanna check with that member.
[AGENT][NEUTRAL] Uh, as a provider to get the correct policy number, that's not a policy number you gave us and I can't locate them in our system by the name, right?
[CUSTOMER][NEUTRAL] So, I also have the Medicare ID number for this number.
[AGENT][NEUTRAL] Is there,
[AGENT][NEUTRAL] Sir, we're not Medicare, we're American Public Life, OK, we're not Medicare, so if you're calling Medicare, you need to call Medicare, but we're not Medicare, so we wouldn't house any of Medicare information that would not allow me to find our insured they would have our ID numbers, OK? Is there anything else I can help you with today?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] So, can you, uh, so can you search with the date of birth?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Uh search with the name if they were in our system that name would have come up, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have a social security number? That's the only other way I can check.
[CUSTOMER][POSITIVE] Uh, so sorry about that. I do not have that.
[AGENT][NEUTRAL] Yeah and the thing of it is with the last name you gave me there's nobody coming up in our system with that last name so yeah as a provider you need to check with the member, you need to check with that patient and make sure that they gave you the correct ID number and insurance information, OK?
[CUSTOMER][NEUTRAL] So, please, just a moment.
[CUSTOMER][NEUTRAL] OK. So, I also have the check number.
[AGENT][NEUTRAL] OK, uh, what's the check number?
[CUSTOMER][NEUTRAL] The check number is
[CUSTOMER][NEUTRAL] 5646.
[CUSTOMER][NEUTRAL] 8127.
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] I can let you know that that does not sound like one of our check numbers it look like it is too long, but I will check it for you. No, sir, that's not coming up in our system either. So again, you're having me to look for an insured that we cannot find in our system, nor can I find that check number.
[AGENT][NEUTRAL] At this point, [PII], you need to check with the patient for the correct insurance and policy information, OK? Because we, the information you're giving me is not found in our system, OK? All right, well thank you for calling APL. You have a great day and take care. Uh huh bye bye.
[CUSTOMER][POSITIVE] OK. OK, no problem.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much. Bye.