AccountId: 011433970860
ContactId: e5a63e3e-1586-4fab-9dbf-2369b6188c17
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207059 ms
Total Talk Time (AGENT): 61595 ms
Total Talk Time (CUSTOMER): 80048 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/e5a63e3e-1586-4fab-9dbf-2369b6188c17_20250505T15:52_UTC.wav
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[AGENT][NEUTRAL] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] [PII], my name is [PII]. I just had a quick question for a claim for a patient.
[AGENT][NEUTRAL] Surely, so I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Of course callback phone number is [PII].
[CUSTOMER][NEUTRAL] And then their policy number is D as in David 41203133.
[AGENT][NEGATIVE] Unfortunately, that claim, that policy number is not pulling up [PII]. Do you have the member's social?
[CUSTOMER][NEUTRAL] No, I don't have your social on file.
[AGENT][NEUTRAL] Do you have a a claim number?
[CUSTOMER][NEUTRAL] Yeah, I have a claim number. Um, that claim number is 202.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 503-050-070
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] It's not a claim number here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And this is for [PII], correct?
[AGENT][NEUTRAL] On the EOB
[AGENT][NEUTRAL] This is American Public Life. What is that member's last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm not sure if you said Victor, Apple, Sally, queen, Universe, echo, Z as in zebra.
[CUSTOMER][NEUTRAL] That's right, ma'am.
[AGENT][NEUTRAL] And the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] What city and state does this member live in?
[CUSTOMER][NEUTRAL] Let me give me one second here.
[CUSTOMER][NEUTRAL] They live in [PII]. I have the zip code [PII].
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] And on the card it says American Public Life?
[CUSTOMER][NEUTRAL] Let me pull up their card again one second here.
[CUSTOMER][NEUTRAL] Yep, it does say on their on their insurance card. Group name Creative circle, American Public Life expanding the benefits horizon, and it gives this phone number.
[AGENT][NEUTRAL] I'm not pulling this number up in the system.
[CUSTOMER][NEUTRAL] OK, it could be, um, I'm thinking in policy terms [PII]. That's why I was just calling to make sure.
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] So are you calling to check the status of a claim or are you calling to verify eligibility?
[CUSTOMER][NEGATIVE] Well, I have a claim and it's denied, so I was just calling to find out why it denied.
[AGENT][NEUTRAL] From American Public Life.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] So on the EOB that you have, do we have a policy number?
[CUSTOMER][NEUTRAL] Can I have that same number?
[CUSTOMER][NEUTRAL] Yes ma'am, the policy number that I gave you.
[AGENT][NEUTRAL] This was listed on the EOB the American Public Life sent to you, did it?
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Did the EOB come from American public life? Do we say American Public Life on the EOB?
[CUSTOMER][POSITIVE] OK, I will call back and thank you so much have a great day.
[AGENT][NEUTRAL] I'm