AccountId: 011433970860
ContactId: b2073471-e22d-4c28-b6d0-5503b701f5ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 291269 ms
Total Talk Time (AGENT): 108607 ms
Total Talk Time (CUSTOMER): 122197 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/b2073471-e22d-4c28-b6d0-5503b701f5ce_20250507T14:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling AL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, hi. My name is [PII], and my initial is [PII] calling from provider's office to check the claim status.
[AGENT][NEUTRAL] OK, I can help you with claim status, [PII]. You said [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] Both are wrong.
[AGENT][POSITIVE] [PII], OK, thank you, thank you. I appreciate that. And [PII], what is your callback number just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] [PII], [PII], contact number [PII], yup.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And then may I also have the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Policy number uh.
[CUSTOMER][NEUTRAL] I think I don't have that please tell the name.
[CUSTOMER][NEUTRAL] [PII] is the first name, [PII] yeah, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yup. [PII].
[CUSTOMER][NEUTRAL] Last name is [PII].
[CUSTOMER][NEUTRAL] [PII]. Can I get yours with spell the name?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, my name is [PII]. It's [PII]
[CUSTOMER][NEUTRAL] What's your initial?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and [PII], what is, uh, you're welcome. What's [PII]'s, um, date of birth?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me look real quick and see if I'm looking to see if I can find her by your name real quick.
[CUSTOMER][NEUTRAL] Sorry?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, I'm not finding a [PII]
[AGENT][NEUTRAL] Do you have um her social and I can look it up that way?
[CUSTOMER][NEUTRAL] So, I have a
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. I also have the Medicare Prime.
[AGENT][NEUTRAL] Uh, the Medicaid claim won't help us any, um, because we'll need the information.
[CUSTOMER][NEUTRAL] No, no, I am
[AGENT][NEUTRAL] Oh, you have the claim number?
[CUSTOMER][NEUTRAL] Uh, I mean to say I have Medicare ID, yeah, Medicare ID.
[AGENT][NEUTRAL] Yeah, yeah, that won't help us. We'll have to have APL policy number.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK. Looking by her social, I'm not finding her in the system either.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I do have an old policy ID. I think. What's the prefix or do you have any such like, uh, take this ID member ID card. Uh, it's shown to be a subscriber ID list. It's uh [PII] George [PII] Tango, A Alpha 6081815.
[AGENT][NEUTRAL] OK, yes sir, that's not one of our policy numbers. Ours do not begin with letters, yeah, so that one, this one is not in our system.
[CUSTOMER][NEUTRAL] Mm that's why I hadn't provided to you, yeah.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you don't have the policy for this number, right? for [PII], you said with Social Security first last name and the ID no nothing comes, right?
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And what about the Medicare ID? Are you willing to try with that or that's fine. You're confirming the patient is not with the American Public Insurance.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Medicare ID is not gonna help us. We don't we don't retain any other IDs besides our own.
[CUSTOMER][NEUTRAL] APL
[CUSTOMER][NEUTRAL] Pay your confirming uh patient is not with you to, uh, conference to can I just note for this.
[AGENT][NEUTRAL] Yes, you can use my name, [PII], and today's date.