AccountId: 011433970860
ContactId: e270a24c-4d04-4104-9567-aa4e42227718
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 640340 ms
Total Talk Time (AGENT): 157176 ms
Total Talk Time (CUSTOMER): 320112 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/e270a24c-4d04-4104-9567-aa4e42227718_20250123T18:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, this is [PII] calling from provider site for claim status.
[AGENT][NEUTRAL] OK, spell your first name for me?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah. Sorry?
[AGENT][NEUTRAL] Can you spell your first name?
[CUSTOMER][NEUTRAL] Yeah, [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. And you said you're checking claim status?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Can I get the policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, A as apple, C as in cucumber. 0527.
[AGENT][NEUTRAL] OK, that's not APL's policy number. Do you have a copy of the identification card?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] For APL?
[CUSTOMER][NEUTRAL] Yeah, just, yeah, just a moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] In this APL policy card it mentioned uh same policy number is AC 0527.
[CUSTOMER][NEUTRAL] Plan his cancer policy.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Can you repeat that?
[CUSTOMER][NEUTRAL] In, in the American public, yeah, ins insurance card, American Public Life insurance card, remains policy number is AC 0527.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] It's about 7 digits long. It usually starts with a 0. Do you see like a policy certificate number on the card?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Just a moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] like.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, but I have only policy number this AC0527 in person in sort card.
[AGENT][NEUTRAL] Spell the patient's first and last name.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yeah. Just a moment. Thank you for this.
[CUSTOMER][NEUTRAL] Yeah, patient first name is [PII] last [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII], what's spell the last name again for me?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Well
[AGENT][NEUTRAL] EH
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's a good phone number, uh, [PII]?
[CUSTOMER][NEUTRAL] Only last week.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah. Phone number with
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Welcome.
[AGENT][NEUTRAL] OK, so I have the spelling for the last name. Um it's [PII] Is that correct?
[CUSTOMER][NEUTRAL] No, I repeat again. [PII], yeah, something is correct. G graphs are round, E elephant, E elephant, R as a round.
[CUSTOMER][NEUTRAL] Only 5 digits. 55 8.
[AGENT][NEUTRAL] Oh, Greer, Greer. OK, got it.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And did you say it's a cancer policy?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Do you know what state [PII] resides? Where does she live?
[AGENT][NEUTRAL] What state?
[CUSTOMER][NEUTRAL] Yeah, uh, uh state is [PII]. I have my address is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. What's the date of birth of the patient?
[CUSTOMER][NEUTRAL] With Alta.
[CUSTOMER][NEUTRAL] Yeah, date of birth, yeah, date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for telling you, are you calling on behalf of a provider's office?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, Our Lady of Lexician.
[AGENT][NEUTRAL] Our Lady of
[CUSTOMER][NEUTRAL] Of the lake physician, L like lake physician.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Our Lady of LA physicians.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and you said that you're checking a claim status. What's the date of service?
[CUSTOMER][NEUTRAL] Yeah I guess
[CUSTOMER][NEUTRAL] Data services.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Bill amount $21.
[AGENT][NEUTRAL] And the
[AGENT][NEUTRAL] 21, OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so I do not see a date charge for $21 for date of service [PII] for [PII].
[CUSTOMER][NEUTRAL] OK, no any claim we found.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] the best.
[CUSTOMER][NEUTRAL] OK, just to confirm it send by paper and just confirm.
[CUSTOMER][NEUTRAL] Mailing address, is this correct? It's um [PII].
[CUSTOMER][NEUTRAL] Sounds like sounds like.
[AGENT][NEUTRAL] Repeat that address again.
[CUSTOMER][NEUTRAL] Yeah. Yeah, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh no, that's not correct. Let me know when you're ready for the correct, uh, mailing.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah, please tell me.
[AGENT][NEUTRAL] OK, so it's [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh [PII].
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK, repeat again, [PII] then.
[CUSTOMER][NEUTRAL] She
[AGENT][NEUTRAL] The city is [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] After that,
[AGENT][NEUTRAL] The state is [PII].
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] OK, same. [PII] state city same. OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, [PII], correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, timely filing limit of claim.
[AGENT][NEUTRAL] Uh, to submit a claim, there's no timely filing limit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and policy is active in same date of service.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK, I have another data service for same patient.
[AGENT][NEUTRAL] One moment. And you can also check status on our online service center at [PII].
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] And what's the other data service?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, just a second.
[CUSTOMER][NEUTRAL] Yeah, date of services [PII].
[AGENT][NEUTRAL] And the, the amount?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] And the amount is $21.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And did you have any other dates of service?
[CUSTOMER][NEUTRAL] Yeah, but more data service is same bill amount is $448.
[AGENT][NEUTRAL] Is this the last one?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] There's something right.
[AGENT][NEUTRAL] OK [PII], I don't show any dates of service on file for [PII] for [PII].
[CUSTOMER][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] OK. And any data service found, any claim founder for of October or not? Any claim?
[AGENT][NEUTRAL] No, no claims on file for the month of October.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK. OK, thank you for this. May I know call reference number?
[AGENT][NEUTRAL] My name in today's date, [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] First initial last name is [PII], and anything else?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, no, thank you. Have a nice day.
[AGENT][POSITIVE] You're welcome thanks for calling APL. Have a good day.