AccountId: 011433970860
ContactId: afd99d13-5db5-4a0e-ae8a-2783675cc7df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 405459 ms
Total Talk Time (AGENT): 93945 ms
Total Talk Time (CUSTOMER): 230862 ms
Interruptions: 5
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/afd99d13-5db5-4a0e-ae8a-2783675cc7df_20250401T20:06_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Great
[AGENT][NEUTRAL] You
[CUSTOMER][NEUTRAL] Hi so from for your office uh to check the claim status.
[AGENT][NEUTRAL] OK, I can help you with claim status, and can you spell your first name for me?
[CUSTOMER][NEUTRAL] Yes, it's so SO you so.
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] OK, [PII]. And then what is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII] code [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then can you please give me the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number is, uh, actually the number is updated as 12345. I know, but uh the member name is [PII] and the date of birth of [PII].
[AGENT][NEUTRAL] OK, and it's [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, no, no. It's that. It's, uh, I will provide you the name as a letter. It's [PII].
[AGENT][NEUTRAL] OK, and then the policy number, please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] That is updated as 12345.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK. All right. Can you spell that last name one more time for me, please? Because I think I missed a letter.
[CUSTOMER][NEUTRAL] Uh, the first name is [PII], that is [PII], and the last name is [PII]. that is [PII].
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] OK, let me see if I can find this member by their name.
[AGENT][NEUTRAL] Uh, it's gonna be just a second while I look it up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] OK. I'm not able to find an insured with that name in our system.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Do you have a social
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, just a minute. Let me check it.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEUTRAL] Yes, I have a social security number that is [PII].
[AGENT][NEUTRAL] OK, let me try that way.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, still not pulling in even with the social.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you.
[CUSTOMER][NEUTRAL] Is it the member not found or the mem or it's not on file?
[AGENT][NEGATIVE] The member is not found.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, just actually the pre previously, uh, there it was, uh, actually, yeah, this is an insurance this, the secondary for this American Public Life is a secondary for this claim and previously a member have a primary that is Medicare Part B. I have a Medicare number. Do you want that?
[AGENT][NEUTRAL] That, no, I won't be able to find them with that number. Do you have one of our claim numbers?
[CUSTOMER][NEUTRAL] Member ID.
[CUSTOMER][NEUTRAL] Just a minute, ma'am. Let me check there, yeah.
[CUSTOMER][NEUTRAL] I can see.
[CUSTOMER][NEUTRAL] I can see only the member ID is 12345. I didn't, I don't know. I, uh, maybe member need to update the member ID number, yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, you might need to call the member and ask them for their policy number.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Are you there?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Uh yes, ma'am. Uh just a minute, be on call. Let me, I'm just checking on that. Please, uh, be on call.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm checking with the ID card.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, ma'am. I have checked uh with the ID card, uh, insurance card. Uh, it was mentioned as the same like, uh, uh, it was mentioned uh your like members, uh, not, uh, only Medicare ID card, no member ID, uh, it's not mentioned any uh member ID of your insurance. So we have will update to call member to update the member ID here.
[AGENT][NEUTRAL] Oh OK. Yeah.
[AGENT][POSITIVE] OK. OK, that sounds good. You're very welcome. I, is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] OK. Thank you so much for your support.
[CUSTOMER][POSITIVE] Like it.
[CUSTOMER][NEUTRAL] Uh, no, uh, no, thank you so much for that. May I know your name and the call reference number, please?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, my name is [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And you can use my name and today's date for your reference number.
[CUSTOMER][POSITIVE] OK. Thank you so much for that. Have a great day. Bye-bye.
[AGENT][POSITIVE] You have a good day too, and thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] You.