AccountId: 011433970860
ContactId: f1fe6559-942d-42a7-a997-43e688c8a553
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249690 ms
Total Talk Time (AGENT): 60637 ms
Total Talk Time (CUSTOMER): 104483 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/f1fe6559-942d-42a7-a997-43e688c8a553_20250129T13:17_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling on behalf of provider's office. I'm here to check the claim status.
[AGENT][POSITIVE] I can assist you spell your name for me please.
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] OK. [PII], what's the policy number?
[CUSTOMER][NEUTRAL] Uh, the policy number is 2043377663.
[AGENT][NEUTRAL] Do you have a copy of the card?
[CUSTOMER][NEUTRAL] Um, no.
[AGENT][NEUTRAL] OK, that number is pretty long for the policy number. Can you spell the patient's first and last name, please?
[CUSTOMER][NEUTRAL] Yes, the patient name is uh [PII].
[AGENT][NEUTRAL] Can you spell the patient's first and last name, please?
[CUSTOMER][NEUTRAL] Yeah, sure. The first name, uh, it's spelled as [PII], and the last name spelled as [PII].
[AGENT][NEUTRAL] What state does the patient reside?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] State, where do they live? What state?
[CUSTOMER][NEUTRAL] Uh, just one moment.
[CUSTOMER][NEUTRAL] Uh it is [PII].
[AGENT][NEUTRAL] And if you can provide a phone number in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes, sure. It is [PII] and it's a direct line.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And the patient's uh name you said is [PII]. I'm gonna search it by the name.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm not showing a [PII] using the spelling of the name that you provided.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Um, just give me one second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm gonna check. Give me 1 2nd.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, that is the name I'm showing even in the, uh, insurance card, that is [PII], and the policy number is also same. That is 2043377663.
[AGENT][NEUTRAL] What's the name of the insurance company on the card?
[CUSTOMER][NEUTRAL] Uh, Manhattan Life Medicare Supplement.
[AGENT][NEUTRAL] OK, so you're speaking with American Public Live, so you may have the wrong company.
[CUSTOMER][NEUTRAL] OK. I do have their contact number?
[AGENT][NEUTRAL] I do not, ma'am. It should be on that card.
[CUSTOMER][NEUTRAL] I just
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You see another phone number on the card?
[CUSTOMER][NEUTRAL] Yeah, sure. OK.
[CUSTOMER][NEUTRAL] Yes, I do see a customer service number, so that will be the right one, right?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] I do see the customer service number on the card. Do I need to call to that number?
[AGENT][NEUTRAL] What number is on the card?
[CUSTOMER][NEUTRAL] Uh it's [PII].
[AGENT][NEUTRAL] You may wanna try that number if that's on the medical ID card.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, sure. Thank you so much uh for this information and you have a great day.
[AGENT][POSITIVE] All right, [PII], I have no other questions. Thanks for calling APL. Have a good day.