AccountId: 011433970860
ContactId: 084de78d-0991-4e48-ac79-b959378f62f6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 276700 ms
Total Talk Time (AGENT): 147953 ms
Total Talk Time (CUSTOMER): 93829 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/084de78d-0991-4e48-ac79-b959378f62f6_20250220T15:58_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, this is [PII], initial of my last name, [PII], calling from provider office to check on a claim status.
[AGENT][POSITIVE] Alright, [PII], I'll be glad to help you. Go and give me a good policy number.
[CUSTOMER][NEUTRAL] Yeah, sure. It is F as in Fox, 06498389.
[AGENT][NEUTRAL] Alright baby, that is not one of our policy numbers. Our certificate numbers is the eight digit number, starts with 01 or 02. Do you see that anywhere?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I have that is 06498389.
[AGENT][POSITIVE] Um, alright, thank you so much for that. Let me try that maybe.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That might be too many numbers, but while I'm pulling this up, baby, go ahead and give me a good return telephone call number.
[CUSTOMER][NEUTRAL] Yeah, it is [PII].
[CUSTOMER][NEUTRAL] [PII], with the extension of [PII].
[AGENT][POSITIVE] Alrighty, baby. Thank you for that. Now that number that you gave me, um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I don't mm mm that that number is not on my system either. Is that maybe a social [PII]? No, not a social. Do you see anything that says certificate number?
[CUSTOMER][NEUTRAL] Actually this provider service number. We are calling from Vital MD so.
[AGENT][NEUTRAL] No, I'm talking about the policy number. Do you see a certificate number? That's the number I'm gonna need because the number you give me is still not, it's not a correct policy number.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Do you want member name ID that I have?
[AGENT][NEUTRAL] Yeah, hang on just a second. That's the only other way because that's not the correct information. Hang on just a second, OK? Let me get over there.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You don't happen to have the insured social, do you?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, if you have the insured's social security number, I can pull it up by that, baby, go ahead with it.
[CUSTOMER][NEUTRAL] I have patient name. Do you want to spell me about that?
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, you giving me the last name or the first name?
[CUSTOMER][NEUTRAL] This is first time.
[AGENT][NEUTRAL] First name, go ahead with it.
[CUSTOMER][NEUTRAL] Yeah, it is uh [PII].
[AGENT][NEUTRAL] You said.
[CUSTOMER][NEUTRAL] Uh, the date of birth is.
[AGENT][NEUTRAL] Oh, hang on, hang on, you said the first name is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, first name is [PII] and the last name is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Do you want me to spell out the name?
[AGENT][NEUTRAL] Yeah, I want you to spell that last name.
[CUSTOMER][NEUTRAL] Yeah, sure. It is [PII].
[AGENT][NEUTRAL] OK, first name [PII], last name [PII]. OK. And did you have that date of birth?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah, and.
[CUSTOMER][NEUTRAL] Yeah, I have date of birth that is [PII].
[AGENT][NEUTRAL] All right, baby. Give me just a moment to do some checking. Let me see if I can find it, OK?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, yeah, sure.
[AGENT][NEUTRAL] Alright, let's see. OK, we do not have anybody by that name on our system at all.
[CUSTOMER][NEUTRAL] OK, so claim is not on file?
[AGENT][NEGATIVE] We don't, that person's not covered here at all. I can't even find the name covered under our system.
[AGENT][NEUTRAL] Yeah, you may, you need to contact that patient, Bay and get a correct policy certificate number and give us a call back.
[CUSTOMER][NEUTRAL] Uh, OK, OK. So can you please help me with the call reference and your name?
[AGENT][NEUTRAL] Uh, yes, sir, we do not give call reference, but you can use my name and today's date and my name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And that is spelled [PII] yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. Thank you for your time. You would, yeah, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're so welcome then and thanks for calling APL. Bye-bye.