AccountId: 011433970860
ContactId: d0f65c37-17dd-4361-ae6f-f15d5b1eaab6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 299109 ms
Total Talk Time (AGENT): 93322 ms
Total Talk Time (CUSTOMER): 104935 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/d0f65c37-17dd-4361-ae6f-f15d5b1eaab6_20250327T13:00_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, I need to uh check on the claim for a patient please.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] [PII], thank you. Can I have that policy number of the member that you're calling to check status of a claim for?
[CUSTOMER][NEUTRAL] 315-743-532.
[AGENT][NEUTRAL] Is this the policy number that's listed on the card? because that's long.
[CUSTOMER][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] Oh it looks like it's the policyholder's social.
[AGENT][NEUTRAL] So do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, I don't think so. I don't think I have a copy of this card or anything.
[AGENT][NEUTRAL] So could you give me the social again because I wasn't on the correct screen to insert the social.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, um.
[CUSTOMER][NEUTRAL] Wait, let me see.
[CUSTOMER][NEUTRAL] OK, maybe this is uh uh [PII].
[AGENT][NEUTRAL] What is the member's name?
[CUSTOMER][NEUTRAL] Uh, the policyholder is [PII].
[CUSTOMER][NEUTRAL] But the patient is gonna be [PII].
[AGENT][NEUTRAL] In the
[AGENT][NEUTRAL] And what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And do we need to use that ID number?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, let me change that.
[AGENT][NEUTRAL] And you're calling to check the status of a claim, [PII]. What is the date of service?
[CUSTOMER][NEUTRAL] Uh, data service was.
[CUSTOMER][NEUTRAL] [PII] sorry, [PII].
[AGENT][NEUTRAL] I'm not showing a claim on file for [PII]. How did you submit the claim here to American Public Life?
[CUSTOMER][NEUTRAL] Um, electronically and I have a payer ID of 60801.
[AGENT][MIXED] That's correct, but there's no claim on file.
[AGENT][NEUTRAL] For her, she haven't had any claims submitted since [PII].
[CUSTOMER][NEUTRAL] Is the
[CUSTOMER][NEUTRAL] OK, well I'll send it again um.
[AGENT][NEUTRAL] We have a fax number. Would you like the fax number? [PII]?
[CUSTOMER][NEUTRAL] Is the claims address the [PII]?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] Is that the, the um.
[CUSTOMER][NEUTRAL] It is the claims address the.
[AGENT][NEUTRAL] It is the [PII] PO [PII]?
[CUSTOMER][NEUTRAL] No, I have 925. Is that so, uh, let me change that.
[AGENT][NEGATIVE] No, that's not correct.
[CUSTOMER][NEUTRAL] What's the [PII] again? I'm sorry.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's [PII], [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], and I'm sorry, what was the zip code again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And is the group number of the 50006?
[AGENT][NEUTRAL] Give me one moment.
[AGENT][NEUTRAL] 5006.
[AGENT][NEUTRAL] Is the correct number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. And then what is there like a group plan name for this?
[AGENT][NEUTRAL] When you say talking about the employer name, the group name?
[CUSTOMER][NEUTRAL] Yeah, what group group name is it under?
[AGENT][NEUTRAL] You are the employer group name is URWA Heritage One Church.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] OK thank you.
[CUSTOMER][NEUTRAL] You are.
[AGENT][NEUTRAL] W in whiskey.
[CUSTOMER][NEUTRAL] I'm sorry, you are what?
[AGENT][NEUTRAL] A as in Alpha.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Alright, well I will get that over to you and and use that 971527 as the ID correct.
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][POSITIVE] OK, alright, well I'll get it over to you. I appreciate it thank you.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL. Have a great day. Goodbye.
[CUSTOMER][NEUTRAL] You too bye.