AccountId: 011433970860
ContactId: fa7c95f7-a72b-48b5-b6c0-344ed87bc977
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188190 ms
Total Talk Time (AGENT): 96988 ms
Total Talk Time (CUSTOMER): 60771 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/fa7c95f7-a72b-48b5-b6c0-344ed87bc977_20250109T17:51_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII] calling from office to check on the claim status.
[AGENT][POSITIVE] Well, [PII], it would be a pleasure to assist you with claim status today. What is a good callback number?
[CUSTOMER][NEUTRAL] Yeah, sure. It's [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Thank you, [PII]. And what is the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah, sure. It's 36 Y as in Yankee 01456553.
[AGENT][NEUTRAL] All right, thank you. Now, that is not an APL policy ID number. Do you have another policy number for the patient?
[CUSTOMER][NEUTRAL] Uh, no, I don't have any other policy ID number.
[AGENT][NEUTRAL] All right, let's do a name search. What is the last or let me ask you, what is the provider name for the insurance for the patient?
[CUSTOMER][NEUTRAL] Yeah, sure. It's American Medical Response.
[AGENT][NEUTRAL] OK, we are American Public Life.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do you have APL listed as the insured's policy?
[AGENT][NEUTRAL] Carrier
[CUSTOMER][NEUTRAL] Actually, we have the information but I don't have the member ID.
[AGENT][NEUTRAL] OK, what is the
[CUSTOMER][NEGATIVE] Proper member ID as you said.
[AGENT][NEUTRAL] All right, what is the patient's last name?
[CUSTOMER][NEUTRAL] Yeah, it's uh [PII]. It's [PII]
[AGENT][POSITIVE] Thank you and the first name of the patient?
[CUSTOMER][NEUTRAL] It's [PII]. It's [PII]
[AGENT][NEUTRAL] All right, thank you. And what state does [PII] live in? I have several [PII]'s.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, let me check.
[CUSTOMER][NEUTRAL] Uh-huh, yes.
[AGENT][NEUTRAL] I don't have a [PII] listed in [PII]. Do you happen to have her social?
[CUSTOMER][NEUTRAL] Mhm. Yes.
[AGENT][NEUTRAL] What is that number? I can try that as well.
[CUSTOMER][NEUTRAL] Yeah, sure. It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah, and I'm not pulling up a uh insured by that name with that social.
[CUSTOMER][NEUTRAL] OK, sure, it's OK, [PII].
[AGENT][NEGATIVE] So I'm unable to locate.
[CUSTOMER][NEUTRAL] Uh-huh. Sure. And, uh,
[CUSTOMER][NEUTRAL] Could you give me the call reference number?
[AGENT][NEUTRAL] The call reference number is my name and today's date. I spell my name [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] And if you can get a copy of the APL ID card, um, you can call us back we'll be happy to assist you if you can get that information.
[CUSTOMER][NEUTRAL] Yeah, sure. OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Uh, yeah, sure, sir. Thank you so much.
[AGENT][POSITIVE] All right. Well, thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Sure. Bye-bye.
[AGENT][NEUTRAL] Bye bye.