AccountId: 011433970860
ContactId: c3a762d0-7910-42c4-a539-9da85b7ce2d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 395459 ms
Total Talk Time (AGENT): 138243 ms
Total Talk Time (CUSTOMER): 125510 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/c3a762d0-7910-42c4-a539-9da85b7ce2d8_20250225T13:45_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]. This is [PII] calling from provider office to checking on claim status.
[AGENT][POSITIVE] OK, I'll be more than happy
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Can I get uh eligibility status?
[AGENT][NEUTRAL] You need claim status and eligibility?
[CUSTOMER][NEUTRAL] No, only eligibility.
[AGENT][NEUTRAL] OK. And Ty, may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]. My extension will be [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The member policy number going to be
[CUSTOMER][NEUTRAL] 683 9.
[CUSTOMER][NEUTRAL] 66463.
[AGENT][NEUTRAL] Is that their social?
[CUSTOMER][NEUTRAL] The member ID.
[CUSTOMER][NEUTRAL] I don't have a social.
[AGENT][NEUTRAL] Do you
[AGENT][NEUTRAL] Do you have a copy of
[CUSTOMER][NEUTRAL] Yeah, I have
[CUSTOMER][NEUTRAL] Yeah, one moment. It's Social Security will be [PII].
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And what's the member's first and last name?
[CUSTOMER][NEUTRAL] It's uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Last names, [PII] Date of birth [PII].
[AGENT][NEUTRAL] OK, hold on one moment because I'm not showing anyone with that social. Hold on one second. You said last name is [PII]?
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And the first name was [PII]?
[CUSTOMER][NEUTRAL] Yeah, right.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And what's the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm gonna check the ones that we have here and see if it matches the date of birth, but I don't think so. It's a different social. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, the ones that we have on the [PII] that we have on file, um, first name is spelled differently, and the date of the date of birth is different. Um, do you have a copy of their APL ID card?
[CUSTOMER][NEUTRAL] Uh sorry, I don't have that. Uh, one moment. Yeah, I have a copy of ID card.
[AGENT][NEUTRAL] And it's the
[CUSTOMER][NEUTRAL] Do you verify with the member address and the phone number? Yeah, go ahead.
[AGENT][NEUTRAL] It's the
[AGENT][NEUTRAL] On the top left corner, do you see APL?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] On the top left corner of the card, do you see A like apple, [PII] like [PII]?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] What insurance company do you see on the card?
[CUSTOMER][NEUTRAL] It's uh American Public Life Insurance.
[AGENT][NEUTRAL] OK, on the card.
[AGENT][NEUTRAL] Does it have an inpatient or outpatient policy certificate number?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Sir, they mention only uh the phone number and address only in the card.
[CUSTOMER][NEUTRAL] For other details, they don't mention here.
[AGENT][NEUTRAL] Right, so that's why I'm wondering because we always have the the policy number, the group number, that's all on our card. Um, nothing came up with the member's social or first and last name. I'm not sure. Are they, are they the policyholder or are they the dependent?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm, OK. Uh, no problem. Do me verify with the member's phone number and the address?
[AGENT][NEUTRAL] No, I can only use the first and last name or the social or the policy number.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] One more.
[CUSTOMER][NEUTRAL] Sorry, I don't have enough information what you ask.
[CUSTOMER][NEUTRAL] Is there any further way to
[CUSTOMER][NEUTRAL] Get the eligibility.
[AGENT][NEUTRAL] Uh, the only other option would be to contact the member and ask them for
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] A another copy of their card. What type of, you said on the card it only says the address and the phone number?
[CUSTOMER][NEUTRAL] Yeah, right.
[AGENT][NEUTRAL] On the back, like with the information to file a claim?
[CUSTOMER][NEUTRAL] No, no other details.
[AGENT][NEUTRAL] Yeah, you will have to get more information from the insured because it's not coming up with the first name, last name, social.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh, no problem, [PII]. Can I get the call reference number?
[AGENT][NEUTRAL] So 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][POSITIVE] OK, [PII], thanks for the kind information. Have a great day. Bye for now.
[AGENT][POSITIVE] You're welcome and thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.