AccountId: 011433970860
ContactId: df72ac9d-989d-47ab-9d2c-4cd581041cf1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 264980 ms
Total Talk Time (AGENT): 58355 ms
Total Talk Time (CUSTOMER): 81152 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/df72ac9d-989d-47ab-9d2c-4cd581041cf1_20250611T13:37_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, this is [PII] calling from the provider office regarding the claim status.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Yeah, the policy number is 008247999.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I didn't pull anything up under that policy number. Do you have the last name of the patient?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, the last name of the patient is uh [PII].
[AGENT][NEUTRAL] How do you spell it?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, can you start over?
[CUSTOMER][NEUTRAL] The name is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It was
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] First name?
[CUSTOMER][NEUTRAL] Uh, it is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I'm not pulling that name up in our system. Do you have a social or a group number?
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh, so, actually, it's a Medicare crossover claim, Medicare Part B crossover claim.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And I have the claim number of the Medicare Part B.
[CUSTOMER][NEUTRAL] If you want, I can provide it.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] We're not Medicare, so I, I don't, can't look any of that up. This is American Public Life.
[CUSTOMER][NEUTRAL] just
[CUSTOMER][NEUTRAL] But I have provided the policy number as well as the name.
[AGENT][NEUTRAL] Right, I, I can't find it with the information you've provided.
[AGENT][NEUTRAL] The group number or social?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Is there a group number for the policy or a social security number?
[CUSTOMER][NEUTRAL] Just a second.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, there is no group number on the insurance card.
[AGENT][NEUTRAL] What was the policy number again?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] 0082
[CUSTOMER][NEUTRAL] 479-999.
[AGENT][NEUTRAL] Yeah, that's not one of our policy numbers.
[AGENT][NEUTRAL] You're trying to call American public life?
[CUSTOMER][NEUTRAL] Uh, yes, United American Insurance Company.
[AGENT][NEUTRAL] Um, we're, we're not United American Insurance. We're American Public Life Insurance.
[CUSTOMER][NEUTRAL] No, on the insurance card, it is mentioned as United American Insurance Company.
[AGENT][NEUTRAL] Right, we're not United American Insurance Company, so it looks like you've dialed the wrong number.
[CUSTOMER][NEUTRAL] Can you help me with the United Insurance Company number?
[AGENT][NEUTRAL] Uh, no, I don't, I don't know who that is.
[CUSTOMER][POSITIVE] Wow
[AGENT][NEGATIVE] It's not our company.
[CUSTOMER][NEUTRAL] OK. Sorry.
[AGENT][POSITIVE] Thank you for calling APL.