AccountId: 011433970860
ContactId: aedeb3c6-41c4-4b13-ab05-e003cf1a0cf5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 310350 ms
Total Talk Time (AGENT): 72137 ms
Total Talk Time (CUSTOMER): 101348 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/aedeb3c6-41c4-4b13-ab05-e003cf1a0cf5_20250218T16:39_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from a provider's office. I just wanted to verify that you guys had received a demo claim and it's in process.
[AGENT][NEUTRAL] OK, I can help you with that. What is the policy number?
[CUSTOMER][NEUTRAL] It is let me see here.
[CUSTOMER][NEUTRAL] I have their ID number is that the same?
[AGENT][NEUTRAL] Um, I can check and see.
[CUSTOMER][NEUTRAL] Sorry, let me double check, let me pull up their card here, sorry.
[CUSTOMER][NEUTRAL] OK, yes, so I have 69 0 sorry.
[AGENT][NEUTRAL] you
[AGENT][NEUTRAL] That's OK. 69.
[CUSTOMER][NEUTRAL] Um, yeah, 699-1646402.
[AGENT][NEUTRAL] That's too many numbers, um.
[AGENT][NEUTRAL] What's your patient's name and date of birth?
[CUSTOMER][NEUTRAL] So it's for the dependent or I think it's let me see.
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] And what was your last name again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Yeah, you're welcome.
[AGENT][NEUTRAL] Can I get a good call back number just in case we're disconnected while I'm pulling this up?
[CUSTOMER][NEUTRAL] Yeah [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And her first name was [PII]
[CUSTOMER][NEUTRAL] So it's [PII]
[AGENT][NEUTRAL] I'm not finding anyone with that that name in our system and the the card says APL or American Public Life.
[CUSTOMER][NEUTRAL] That's what why I called American Health to call and verify, and then they stated that they couldn't check the status of any claims that I had to call this number.
[AGENT][NEUTRAL] Is there a group number or anything on the card or a group name?
[CUSTOMER][NEUTRAL] So the patient
[CUSTOMER][NEUTRAL] Yes, yep, the group, yep, group number is 14,710.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If it helps it says division 002.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm not sure that's an active group, um.
[CUSTOMER][NEUTRAL] It was from [PII] if that helps if like they had a change of their plan this year.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what type of policy is this?
[CUSTOMER][NEUTRAL] So they have medical and dental, but I'm questioning the dental claim.
[AGENT][NEUTRAL] Yeah, I, I'm not finding anything, um, with APL with her, her name or uh let me, I can look it up by social maybe she's got a name change.
[CUSTOMER][NEUTRAL] OK, that's OK that's fine, I will, oh.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I do have the social, yes, it's through [PII] is that do you need do you want his information?
[AGENT][NEUTRAL] Uh, yes, if he's the primary.
[CUSTOMER][NEUTRAL] Yeah, so he, I think he's the dad, so his is [PII], same last name, and then his date of birth is [PII]. I don't have his social though.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And it's [PII], right?
[CUSTOMER][POSITIVE] Yes, yep.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEGATIVE] I don't have a time to slide in here either.
[CUSTOMER][NEUTRAL] OK, I'm wondering if they just gave me the wrong.
[AGENT][NEUTRAL] Uh, I'm thinking
[CUSTOMER][NEGATIVE] They probably didn't even care. They're like, here, just call this number.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] But that's OK. I will call them back, but thank you for your help.
[AGENT][NEUTRAL] Um
[AGENT][POSITIVE] OK. Well, thank you for calling APL. You have a good day, [PII]. Thank you.
[CUSTOMER][POSITIVE] Alright yeah no problem you too thank you bye.
[AGENT][NEUTRAL] I