AccountId: 011433970860
ContactId: b9375648-c177-472a-93f4-66284ef662ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 270320 ms
Total Talk Time (AGENT): 82662 ms
Total Talk Time (CUSTOMER): 96939 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/b9375648-c177-472a-93f4-66284ef662ae_20250408T12:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I am calling about claim.
[AGENT][NEUTRAL] You're checking a claim status?
[CUSTOMER][NEUTRAL] Yes ma'am. Actually the claim already denied. I know the status of the claim. I just need some information on.
[AGENT][NEUTRAL] OK, and your
[AGENT][NEUTRAL] OK, what's your what's your name?
[CUSTOMER][NEUTRAL] On the denial.
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] Oh [PII]
[CUSTOMER][NEUTRAL] Mhm. [PII]
[AGENT][NEUTRAL] [PII], OK, and what's the policy number and claim number?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Policy number is uh
[CUSTOMER][NEUTRAL] 023.
[CUSTOMER][NEUTRAL] 65
[CUSTOMER][NEUTRAL] 931.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The claim number is 111.
[CUSTOMER][NEUTRAL] 2302.
[CUSTOMER][NEUTRAL] 4 E. 0164.
[AGENT][NEUTRAL] OK, that's not APLs claim number. Do you have a copy of the ELD there in front of you?
[CUSTOMER][NEUTRAL] 23 RO.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] It says ICN so what would um.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Well, it says the ICN on the EOB that I have and the um ID number is the same, member ID is the same as what I gave you.
[AGENT][NEUTRAL] Yeah, the policy number is correct. It's the claim number that you gave me that was incorrect. Do you have a claim number from the ELB?
[CUSTOMER][NEUTRAL] OK, I don't have a claim number if that one is not correct.
[AGENT][NEUTRAL] OK, what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Name is um [PII].
[CUSTOMER][NEUTRAL] His date of birth is [PII].
[AGENT][NEUTRAL] OK, and at the top of the ELB what's the insurance company name on the explanation? Is it Web TPA?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so you've reached American Public Life, um, I can get you transferred over to this location. Would you like their phone number as well just for future reference?
[CUSTOMER][NEUTRAL] OK. Yeah.
[AGENT][NEUTRAL] Uh, that phone number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] And I'll get you, I'll get you transferred over Bola and thank you for calling APL. Have a good day. Give me one moment.
[CUSTOMER][POSITIVE] Thank you for calling.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Please note, your call may be monitored or recorded for quality assurance. The information provided during this call is only a description of benefits and is not a guarantee of payment. Benefits are based upon eligibility at the time services are rendered and all plan provisions.
[CUSTOMER][POSITIVE] Thank you for calling customer service. My name is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII]. My name is [PII] with American Public Life Insurance Company. Uh, we have a provider that's needing to check claim status.
[CUSTOMER][NEUTRAL] OK, what's the member's ID number?
[AGENT][NEUTRAL] Um, it's 002.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 931.
[AGENT][NEUTRAL] That's for [PII].
[CUSTOMER][NEUTRAL] Date of birth?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Just one moment.
[CUSTOMER][NEUTRAL] Alright. And again, the name of the office you're calling from [PII]?
[AGENT][NEUTRAL] I did not get the name of the, the provider's office.
[CUSTOMER][NEUTRAL] Oh, OK. I thought you was.