AccountId: 011433970860
ContactId: bf13215a-5f00-4d6a-88f2-95802cf043f3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 268019 ms
Total Talk Time (AGENT): 85361 ms
Total Talk Time (CUSTOMER): 100286 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/bf13215a-5f00-4d6a-88f2-95802cf043f3_20250609T13:08_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from provider's office and I have a question on the plane.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the claim status, [PII], and how many claims do you have in total today?
[CUSTOMER][NEUTRAL] Uh, just the one.
[AGENT][NEUTRAL] OK, may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, my contact number is [PII] and that's a direct line.
[AGENT][NEUTRAL] Thank you. May I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, it's 884-78421.
[AGENT][NEUTRAL] And is that their APL policy number?
[AGENT][NEUTRAL] Are you showing that the member has a primary and a secondary because this policy number here is not an APO policy number.
[CUSTOMER][NEUTRAL] Are you showing that
[CUSTOMER][NEUTRAL] Uh, because, uh, we just saw that the patient is having the medical as a secondary insurance plan primarily to be APLO. That's the reason we submitted the claim.
[CUSTOMER][NEUTRAL] Can you check with the name and the date of birth once?
[AGENT][NEUTRAL] Yes, I can check with the member's first and last name.
[CUSTOMER][NEUTRAL] OK, the member's first name is [PII]. That's [PII]. The last name is [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I'm not showing a policy for [PII]. Um, do you have the member's social?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for the policy to populate here, yeah, um, that's not pulling up a policy. Um, are you sure that they have American Public Life?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] For the American public.
[CUSTOMER][NEUTRAL] Oh, yes.
[CUSTOMER][NEUTRAL] Because uh I used to see that the, the insurance which.
[AGENT][NEUTRAL] What's up
[CUSTOMER][NEUTRAL] It's a medical policy like another insurance which we built it denied stating that the patient is having his primary, so that's the reason we billed and um.
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] So you submitted the claim to another company and you were told that APL is primary?
[CUSTOMER][POSITIVE] Yes, yes, yes.
[AGENT][NEUTRAL] So the policy number that you're giving me is for the claim that was submitted?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So that's the that's whoever you submitted the claim with. OK, so APL.
[CUSTOMER][NEUTRAL] Oh you.
[AGENT][NEUTRAL] With the social though, there's no policy that populated and with the member's first and last name, there's nothing that populated and APL is not.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] and
[AGENT][NEUTRAL] We're either a hospital indemnity policy or a secondary policy. So, do you have a copy of the ID card?
[CUSTOMER][NEUTRAL] Where
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Uh, as of now, I don't have. Let me let just check once with then I'll get back to you with the further information. And could you please spell your name?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] And uh is there any call reference number for today's interaction?
[AGENT][NEUTRAL] Um, there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.