AccountId: 011433970860
ContactId: dbd713d9-81cf-4381-97d6-aa2f126f173d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 285589 ms
Total Talk Time (AGENT): 83029 ms
Total Talk Time (CUSTOMER): 117311 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/dbd713d9-81cf-4381-97d6-aa2f126f173d_20250512T20:11_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi. Uh, my name is [PII], initial C for last name, and I'm calling regarding claim.
[AGENT][NEUTRAL] OK. Can you spell your first name for me, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK, and what's the policy number?
[CUSTOMER][NEUTRAL] Mm mhm.
[CUSTOMER][NEUTRAL] I have 97 and 4 consecutive 0s.
[AGENT][NEUTRAL] You have a copy of the ID card?
[CUSTOMER][NEUTRAL] Uh, let me take a look.
[AGENT][NEUTRAL] And or verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, let me see, cause sometimes they don't make that copy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Some, uh, United Healthcare.
[CUSTOMER][NEUTRAL] Uh, APA American Public, uh, I have policy 974 consecutive zeros, group number 16163.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What's the name of the, what's the name of the insurance company on the card?
[CUSTOMER][NEUTRAL] That's all.
[CUSTOMER][NEUTRAL] SSAPA American Public Life.
[AGENT][NEUTRAL] Are you saying APL or APA?
[CUSTOMER][NEUTRAL] Apple, Peter Larry.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And let me see something else plan meddling meddling.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII] First name is [PII]
[AGENT][NEGATIVE] [PII]
[AGENT][NEUTRAL] For the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, just I, OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And I have the last name correct, right? [PII]?
[CUSTOMER][NEUTRAL] After [PII]
[AGENT][POSITIVE] It's [PII] OK, thank you.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEGATIVE] No, no.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, [PII], yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is the date of birth of the patient?
[CUSTOMER][NEUTRAL] I have [PII].
[AGENT][NEUTRAL] OK, thank you. I've located the policy number. Uh, the policy number is 97 and then 41, so 971111.
[CUSTOMER][NEUTRAL] That's what I have 97 then 40411111.
[AGENT][NEUTRAL] Oh, I thought you said 400. OK.
[CUSTOMER][NEGATIVE] No, no. I said it, but it's no, it's not right.
[AGENT][NEUTRAL] OK, and you're checking claim status for what date?
[CUSTOMER][NEUTRAL] It's 1825.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And the total of the claim is $323.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it's a.
[AGENT][NEUTRAL] So I'm looking for 18 202025 and.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I do not show a claim receipt for that date of service.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Do, do you have?
[CUSTOMER][NEUTRAL] The [PII], yeah, do you have any fax number that I can send it?
[AGENT][NEUTRAL] Sure. Um, it's [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 942 3.
[AGENT][NEUTRAL] Attention claims.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. Yeah, let me send it. No, no, that's it. Thank you. Uh, let me send it with the explanation of benefits. Thank you. Have a great day.
[AGENT][NEUTRAL] Any other questions, [PII]?
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a good day, [PII].
[CUSTOMER][NEUTRAL] Bye bye.