AccountId: 011433970860
ContactId: d4eea4c3-2a2b-498c-b4b6-ddf3b7ef3ff3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 246039 ms
Total Talk Time (AGENT): 55988 ms
Total Talk Time (CUSTOMER): 80991 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/d4eea4c3-2a2b-498c-b4b6-ddf3b7ef3ff3_20250326T19:50_UTC.wav
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[AGENT][NEUTRAL] Thanks for calling APL. This is [PII]. How, how may I assist you?
[CUSTOMER][NEUTRAL] Hello. Hi. This is [PII] calling from the provider's office. I'm looking on an app status for the claim.
[AGENT][POSITIVE] Sure, I can assist you with that, [PII].
[AGENT][NEUTRAL] Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] The callback number is [PII].
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] Policy number, it is
[CUSTOMER][NEUTRAL] CQX 2,506,740,600.
[AGENT][NEUTRAL] Ma'am, I do apologize, but that's not a policy number here for American Public Life. Our policy number starts with numbers.
[AGENT][NEUTRAL] Could you check the card to make sure that you're looking at the correct card or calling the correct insurance company?
[CUSTOMER][NEUTRAL] Just a second.
[CUSTOMER][NEUTRAL] So it contains only the number.
[AGENT][NEUTRAL] Pardon me?
[CUSTOMER][NEUTRAL] So it can uh it uh contains only the number, right? The member ID?
[AGENT][NEUTRAL] This should be the a policy number or a certain number.
[CUSTOMER][NEUTRAL] OK. Can you look with the member's name and the birthday?
[AGENT][NEUTRAL] Do you have a social?
[CUSTOMER][NEGATIVE] I don't have the choice.
[AGENT][NEUTRAL] What is the member's last name? Spell the last name for me?
[CUSTOMER][NEUTRAL] It's uh [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] First name?
[CUSTOMER][NEUTRAL] It's uh
[CUSTOMER][NEUTRAL] Yeah, [PII]
[AGENT][NEUTRAL] OK, could you start out with the first name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] [PII].
[AGENT][NEUTRAL] Um, what city and state does this person live in?
[CUSTOMER][NEUTRAL] The state it is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What is this member's date of birth?
[CUSTOMER][NEUTRAL] [PII]'s date of birth, it is [PII].
[AGENT][NEUTRAL] And you can to check the status of a claim for what data service?
[CUSTOMER][NEUTRAL] The date of service, it is [PII] and the bill amount is
[CUSTOMER][NEUTRAL] $3,416 even.
[AGENT][NEUTRAL] What is your procedure?
[CUSTOMER][NEUTRAL] The procedure code it is.
[CUSTOMER][NEUTRAL] 59514.
[AGENT][NEUTRAL] And what's the balance? 3000?
[CUSTOMER][NEUTRAL] 3000
[AGENT][NEUTRAL] Just 3000 even?
[CUSTOMER][NEUTRAL] $416 saving.
[CUSTOMER][NEUTRAL] $3,416 even.
[AGENT][NEUTRAL] I'm not showing the claim on file for [PII].
[CUSTOMER][NEUTRAL] Don't see any claim.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm not sure if you submitted it to the correct insurance.