AccountId: 011433970860
ContactId: d50a274e-9cfd-4b5a-8654-6c25334ffff4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 481769 ms
Total Talk Time (AGENT): 105141 ms
Total Talk Time (CUSTOMER): 131165 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/d50a274e-9cfd-4b5a-8654-6c25334ffff4_20250620T13:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling from my doctor's office. I'm trying to verify we're in network with this insurance.
[AGENT][NEUTRAL] OK, who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], what's a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] It'll be [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] The policy number will be.
[CUSTOMER][NEUTRAL] Was that her ID?
[AGENT][NEUTRAL] Uh, it'll be member ID or maybe a policy certificate number. It typically starts with a 0.
[CUSTOMER][NEUTRAL] Mm, the ID is SE 003084260.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Is there a policy certificate number on there?
[CUSTOMER][NEUTRAL] Mm no, just his ID group coverage effective group number.
[AGENT][NEUTRAL] Let me look.
[AGENT][NEUTRAL] What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It'll be [PII].
[AGENT][NEUTRAL] OK let me see.
[CUSTOMER][NEUTRAL] And date of birth is.
[AGENT][NEUTRAL] Uh, give me just one moment because that wasn't the policy number. Let me see if I can look it up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do you have their social security number?
[CUSTOMER][NEUTRAL] No, I don't.
[AGENT][NEUTRAL] OK, give me just one. So it's [PII]?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] And then [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me see if I can find her that way.
[CUSTOMER][NEUTRAL] She
[AGENT][NEUTRAL] And what state are we calling from?
[CUSTOMER][NEUTRAL] From [PII].
[AGENT][NEUTRAL] Would you happen to know her middle initial?
[CUSTOMER][NEUTRAL] Her middle initial? No.
[CUSTOMER][NEUTRAL] Do you want me ask for her social?
[AGENT][NEUTRAL] Um, yes, if you could, there's, there's just too many with that first and last name for me to be able to decipher which one.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Let me ask
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] the number so.
[CUSTOMER][NEUTRAL] No [PII] porque I much is [PII].
[CUSTOMER][NEUTRAL] No to the.
[CUSTOMER][NEUTRAL] No it's my photo.
[CUSTOMER][NEUTRAL] I'm not.
[CUSTOMER][NEUTRAL] See, but it's [PII] to [PII] resumo.
[CUSTOMER][NEUTRAL] What about her address, would that work or no?
[AGENT][NEUTRAL] Um, no.
[CUSTOMER][NEUTRAL] Because she said she doesn't know her story. Mhm.
[AGENT][NEUTRAL] What is the
[AGENT][NEUTRAL] She doesn't know it? OK, um, and you said that there's a member ID on there?
[CUSTOMER][NEUTRAL] Yeah, see the member ID is SE.
[CUSTOMER][NEUTRAL] 000.
[CUSTOMER][NEUTRAL] 84,260
[AGENT][NEUTRAL] Alright let me see if I can look it up that way.
[CUSTOMER][NEUTRAL] I
[AGENT][NEGATIVE] Yeah I'm not even able to pull it up with that member ID number.
[CUSTOMER][NEUTRAL] No, are you from Pan American Life?
[AGENT][NEUTRAL] Um, no, we're American Public Life.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEGATIVE] Mm, I've been calling all these numbers from her insurance card and like nobody can help. I'm like, I don't know what to do.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Uh, you're saying, so it says on there Pan America?
[CUSTOMER][NEUTRAL] Yeah, no, the retail is Pan American Life Insurance Group.
[CUSTOMER][POSITIVE] Good morning.
[CUSTOMER][NEUTRAL] And then like in the bottom says PHCS limited benefit plan.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] of the
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh they have
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I do have their.
[AGENT][NEUTRAL] The number for their health that might be able to, that might be helpful. Have you tried the Pan American Health division?
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, what's the number?
[AGENT][NEUTRAL] It's 877.
[AGENT][NEUTRAL] 569.
[AGENT][NEUTRAL] 3075.
[CUSTOMER][NEUTRAL] Wait, what was the number again? I couldn't get it correct.
[AGENT][NEUTRAL] 877.
[AGENT][NEUTRAL] 569.
[CUSTOMER][NEUTRAL] Uh huh
[AGENT][NEUTRAL] 3075.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, alright, thank you.
[AGENT][POSITIVE] Great thank you so much. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that's it for today.
[AGENT][POSITIVE] Alright, thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] Alright you too bye bye.
[AGENT][NEUTRAL] Bye.