AccountId: 011433970860
ContactId: add01793-e648-4590-a96c-e1e4bce14ded
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 365640 ms
Total Talk Time (AGENT): 113757 ms
Total Talk Time (CUSTOMER): 164829 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/add01793-e648-4590-a96c-e1e4bce14ded_20250218T22:22_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yes, so my name is [PII]. I'm calling from Medicare Chest Associates. We have, uh, many, many days of service unpaid from, uh, the secondary insurance, uh, so I'm calling to see what's going on.
[AGENT][NEUTRAL] OK, um, and you are the member or you're calling from a provider's office?
[CUSTOMER][NEUTRAL] A provider's office.
[AGENT][NEUTRAL] OK. Um, may I have the spelling of your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And may I have a callback number just in case we get disconnected Mr. [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And what is your name again? I'm sorry?
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[CUSTOMER][NEUTRAL] OK, so like the sun. OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yes, mhm, that's correct. And may I have the patient's policy number, Ms. [PII] please?
[CUSTOMER][NEUTRAL] OK, uh, the number is 218-554-96.
[AGENT][NEUTRAL] Mm, that's too many numbers. Um, do you have the copy of the card?
[CUSTOMER][NEUTRAL] Let me see one second please.
[AGENT][NEUTRAL] Let me take that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I called up for another patient uh last week and they told me that this insurance changed to something else so I just wanna.
[CUSTOMER][NEGATIVE] Make sure this is not one of them.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] OK, here it is.
[CUSTOMER][POSITIVE] OK, yes, I have it.
[AGENT][NEUTRAL] 2
[CUSTOMER][NEUTRAL] What do you need the ID number?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] 2185549 C G E [PII] A.
[AGENT][NEUTRAL] Oh, no, we don't have letters in our numbers.
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] Is that the APL card?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] This is in the on the card.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] It says group 78-360001.
[AGENT][NEUTRAL] That's not ours. That's not our information.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Is it something that you have on the system, or?
[CUSTOMER][NEUTRAL] Let me see the backup.
[CUSTOMER][NEUTRAL] OK, in the back it says payer ID 44054, is this correct?
[AGENT][NEUTRAL] Mhm. 44054. Let me see what's that.
[AGENT][NEUTRAL] One moment, that's not ours.
[CUSTOMER][NEUTRAL] What and also say that.
[CUSTOMER][NEGATIVE] ID 39026 another payer ID this is confusing.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And this is coming from the insurance card?
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] We have the Medicare and then we have this one.
[AGENT][NEUTRAL] Your ID is 44054, that's that's um.
[AGENT][NEUTRAL] Yeah, I have no idea what's that.
[CUSTOMER][NEUTRAL] You see, the other patient that I was telling you about, they told me that, uh, uh, this insurance changed to United Healthcare, uh, how you pronounce this Giha.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] G, yeah, but we're not GA, we're not United Healthcare or GA. We're American Public Life APL.
[CUSTOMER][NEUTRAL] Uh, this is the number listed here, so I'm calling the wrong.
[CUSTOMER][NEUTRAL] Insurance
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Can you find if you have this patient with the date of birth?
[AGENT][NEUTRAL] I can do a name search. Yes, what is the spelling of the last name?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] The last name is [PII] [PII] is the first name.
[AGENT][NEUTRAL] Um [PII], I'm sorry, [PII]
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] OK. Let me try that. One moment.
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] What's the address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And you know some patients they have this, this ID before they told us that they have a new car.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, but we're not part of Gia.
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] Are you part of UnitedHealthcare or you're not?
[AGENT][NEUTRAL] No, we're not.
[AGENT][NEUTRAL] No, we're not. Um, no, and I didn't, did not find a [PII] in [PII] in our system.
[CUSTOMER][NEUTRAL] Huh.
[CUSTOMER][POSITIVE] Oh my goodness.
[CUSTOMER][POSITIVE] OK, we probably have the wrong the wrong number. I'm sorry about that.
[AGENT][POSITIVE] OK. It's OK. No problem. You're welcome. Is there anything else I may help you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No, that would be OK, thank you.
[AGENT][POSITIVE] You're welcome