AccountId: 011433970860
ContactId: da78d24c-67c0-434c-bfb6-924f7205cd22
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 227320 ms
Total Talk Time (AGENT): 65041 ms
Total Talk Time (CUSTOMER): 92089 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/da78d24c-67c0-434c-bfb6-924f7205cd22_20250418T13:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, hello, my name is [PII], and I'm calling from Pharmacy Care M Group. Um, I'm calling because I have two claims here and I would like to know the claim status.
[AGENT][NEUTRAL] OK, and your name did you say is [PII]?
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] OK, and you're checking for a claim status, correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, and what's the policy number?
[CUSTOMER][NEUTRAL] Uh, the policy number?
[CUSTOMER][NEUTRAL] Or the member ID.
[AGENT][NEUTRAL] What's the member ID?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 02589516.
[AGENT][NEUTRAL] OK, and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the claim number?
[CUSTOMER][NEUTRAL] And please let me check that.
[CUSTOMER][NEUTRAL] Um, no, I don't have it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] If you can verify the patient's name and date of birth please?
[CUSTOMER][NEUTRAL] Yeah, the date of birth is [PII]. And the full name, just give me a second, please.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is Telegram.
[AGENT][NEUTRAL] OK, and what's the date of service and the total charge?
[CUSTOMER][NEUTRAL] Um, [PII] and the bill amount is $528 even.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I do not show that claim on file.
[AGENT][NEUTRAL] At this time.
[CUSTOMER][POSITIVE] OK, thank you for that information.
[AGENT][POSITIVE] Oh, you're welcome. Anything else I can help with today? OK.
[CUSTOMER][NEUTRAL] Um, I have a question.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah. And can you please provide me any call reference number for this claim?
[AGENT][NEUTRAL] A correct policy number?
[CUSTOMER][NEUTRAL] Call reference number please.
[AGENT][NEUTRAL] Oh, my name in today's day, [PII].
[CUSTOMER][NEUTRAL] Oh, OK, thank you. And I have another thing. Could you please help me with, with this one?
[AGENT][NEUTRAL] Is it for the same person or a different person?
[CUSTOMER][NEUTRAL] Different.
[AGENT][NEUTRAL] The policy number?
[CUSTOMER][NEUTRAL] 00284044.
[AGENT][NEUTRAL] What's the name of the insurance company on that card that you have?
[CUSTOMER][NEUTRAL] Uh, the company I can see here is
[CUSTOMER][NEUTRAL] Um, the provider?
[AGENT][NEUTRAL] Do you have a medical ID card?
[AGENT][NEUTRAL] What's the name of the insurance company for this? Mhm.
[CUSTOMER][NEUTRAL] Uh yeah.
[CUSTOMER][NEUTRAL] Uh, I can see here is American plan administrators.
[AGENT][NEUTRAL] OK, so you're speaking with American Public Life.
[AGENT][NEUTRAL] Is there a different phone number on that card?
[CUSTOMER][NEUTRAL] I understand.
[CUSTOMER][NEUTRAL] Um, yeah.
[AGENT][NEUTRAL] OK, so you may have the wrong company for that one.
[CUSTOMER][NEUTRAL] OK, I understand.
[CUSTOMER][POSITIVE] OK, thank you for your help.
[AGENT][POSITIVE] All right, [PII], thank you for calling APL. Have a good day.