AccountId: 011433970860
ContactId: cdddd0dc-abc7-4d4c-be2c-4d3c252473af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 744340 ms
Total Talk Time (AGENT): 172054 ms
Total Talk Time (CUSTOMER): 235958 ms
Interruptions: 3
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/cdddd0dc-abc7-4d4c-be2c-4d3c252473af_20250428T13:05_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APM. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Um, I'm with the provider's office, and I'm not sure if I pressed the correct prompt, but it didn't list one that I could choose for medical provider, just said all this other kind of nonsense. Anyway, um, I have a patient who has American Public Life listed as their insurance, but there's no card scanned. And I was hoping that maybe, um, if I gave you some information, you could either help me or redirect me to who I might need to call.
[AGENT][NEUTRAL] OK, and may I have your name please?
[CUSTOMER][NEUTRAL] Yes, ma'am. It's uh [PII].
[AGENT][POSITIVE] Cat, thank you. And your callback.
[CUSTOMER][NEUTRAL] It's [PII], uh-huh, yes, ma'am.
[CUSTOMER][NEUTRAL] Phone number is [PII].
[AGENT][POSITIVE] OK, thank you. I'm so sorry, Ms. [PII]. You can spell your name for me. Thank you.
[CUSTOMER][NEUTRAL] Oh, certainly. It's uh [PII]. I think it spell my name [PII]
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] I don't, I don't spell my name very often.
[AGENT][NEUTRAL] That's OK, that's OK. It's Monday too, it's, it's OK. OK, um, what
[CUSTOMER][POSITIVE] Oh thank you, Jesus, sir.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, what's, I'm sorry, what's the patient's last name?
[CUSTOMER][NEUTRAL] Um, the last name is [PII], and that's [PII].
[AGENT][POSITIVE] OK, thank you so much. And the first name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let's see. One moment, please.
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Would you happen to have her social please, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh, yes, I sure do. It is [PII].
[AGENT][NEUTRAL] OK, let me try that way.
[CUSTOMER][NEUTRAL] OK, she may be a dependent child that.
[CUSTOMER][NEGATIVE] I don't know why they don't bring their cards with them.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I do have an ID number if if that could.
[AGENT][NEUTRAL] OK, yes, ma'am.
[CUSTOMER][NEUTRAL] Help.
[CUSTOMER][NEUTRAL] OK, it is 683-335-170.
[AGENT][NEUTRAL] OK, so I know that's not one of our policy ID numbers for [PII]. So let me just still try by her name, [PII], you said it was [PII] sorry, [PII]. OK, give me one second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, it's uh-huh, yes, ma'am.
[AGENT][NEUTRAL] Maybe that was why, OK, so fingers crossed.
[CUSTOMER][NEUTRAL] For.
[CUSTOMER][POSITIVE] No, it's so funny.
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] And what state does she reside in, please?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, I think I may have her here.
[AGENT][NEUTRAL] And may I have her date of birth?
[CUSTOMER][NEUTRAL] Certainly it is [PII].
[AGENT][POSITIVE] OK, thank you so much. And I was able to find the policy number for APL. I can provide that to you, please, Ms. [PII].
[CUSTOMER][POSITIVE] Oh yes ma'am please.
[AGENT][NEUTRAL] OK, yes ma'am. It is 02590539.
[CUSTOMER][NEUTRAL] OK, and that's that would be her ID number or policy number.
[AGENT][POSITIVE] Yes, ma'am. Yes ma'am. Yes ma'am.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] The address that I have.
[CUSTOMER][NEUTRAL] Oh, OK, I hear. The address I have on file to submit claims to um is [PII]. Is that right?
[AGENT][NEUTRAL] No, ma'am. OK, give me one second to give you the, um, excuse me.
[CUSTOMER][NEUTRAL] OK. OK. OK.
[AGENT][NEUTRAL] OK. Our mailing address for claims is APL.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Ok [PII].
[AGENT][NEUTRAL] [PII], yes, I'm so sorry, [PII].
[CUSTOMER][NEUTRAL] I'm the city, OK.
[CUSTOMER][NEUTRAL] [PII]. OK. So, um, instead of, instead, OK, yes, ma'am.
[AGENT][NEUTRAL] OK, yes ma'am, give me one second.
[AGENT][NEUTRAL] One moment please, let me look at something real quick.
[AGENT][NEUTRAL] May I place you on a brief hold? I'm waiting for my computer. I'm so sorry. I can have Monday, um, OK.
[CUSTOMER][NEUTRAL] Oh, so, OK, yes, ma'am.
[AGENT][POSITIVE] Yes ma'am, one moment, thank you.
[CUSTOMER][NEUTRAL] Huh?
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you so much for your patience with me, Miss [PII]. Let me just the mailing address for claims that you're providing me, if you could just give me that please, let me just verify that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The one you just gave me?
[AGENT][NEUTRAL] The one that you were giving me earlier I just want to verify that.
[CUSTOMER][NEUTRAL] OK, it's, yes, ma'am, it's [PII] and I'm gonna guess Lowndes, that's [PII].
[AGENT][NEUTRAL] OK, now is that on the card or?
[CUSTOMER][NEUTRAL] Oh, she didn't provide us a card. That's why I'm like, really, girl?
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEGATIVE] I, I don't know, I don't know what she brought in to even give us this information.
[AGENT][NEUTRAL] OK, I'm sorry, let me give you the correct mailing address. I'm so sorry about that. OK, it is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] As for [PII], OK.
[AGENT][NEUTRAL] Yes ma'am. [PII].
[AGENT][NEUTRAL] There's also a fax number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, hold on, yes ma'am.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 731-4[PII].
[CUSTOMER][NEUTRAL] um, is there a, uh, a payer ID if, if you wanted to try to submit this electronically?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK, that's fine. OK, that's uh [PII].
[CUSTOMER][NEUTRAL] Now, if we ever need to call again, would I, would I use the same phone number?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, great. [PII], thank you so much for this Monday morning help that, you know, it wasn't too painful in my first call.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Oh, OK, well, great. I'm glad.
[CUSTOMER][NEUTRAL] And uh I guess I, yes, thank you, because I couldn't handle bad Mondays. Yes, first phone call. Yeah. OK. Um, I think I need to give uh Miss [PII] just a call reference number so I can notate this on her account.
[AGENT][NEUTRAL] Yes, ma'am. We do not provide call reference numbers, Ms. [PII]. You can use my name and today's date. My last initial is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][POSITIVE] Great. OK, Ms. [PII], I wanna thank you again for your, for your help today and I hope the rest of your day is uh uneventful, OK.
[AGENT][NEUTRAL] Me as well and likewise to you.
[CUSTOMER][POSITIVE] Thank you so much, [PII]. Uh, yeah, that's great. I, I, [PII], honey, I can't remember what day it is or who I'm speaking to at the time. OK. Thank you so much and have a great one. Bye-bye. Oh.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You too. Thank you. Bye bye