AccountId: 011433970860
ContactId: 18ac7f0f-b215-463d-a965-1bdee94e2f0a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189110 ms
Total Talk Time (AGENT): 104161 ms
Total Talk Time (CUSTOMER): 60411 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/18ac7f0f-b215-463d-a965-1bdee94e2f0a_20250624T17:06_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, uh, my name is [PII], and I'm calling from the provider's office to check for the claim status. Could you spell your name?
[AGENT][NEUTRAL] OK. [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And you're needing claim status, [PII], is that correct?
[CUSTOMER][NEUTRAL] Yeah. Is it for [PII]?
[AGENT][NEUTRAL] It is, no, it is not. [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][NEUTRAL] And what is your callback number? You're welcome.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It's [PII] with an extension of [PII].
[AGENT][NEUTRAL] Thank you. And how many claims, [PII], do you have to check status on?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It would be for 2 claims.
[AGENT][NEUTRAL] For the same patient or different patients?
[CUSTOMER][NEUTRAL] Mm, it's for the different patient.
[AGENT][NEUTRAL] OK, so [PII], first off, you will use my name along with today's date as each of your call reference numbers.
[AGENT][NEUTRAL] Also, any information that I provide for you on the claims will be a verification of benefits and not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then lastly.
[AGENT][NEUTRAL] If we do have the claims on file and you need a copy of the explanation of benefits, you may print them by going to our portal once I give you the claim number.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that website for our portal is located at [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] [PII]. Yes, ma'am, [PII].
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] You're very welcome. So what is your first patient's policy number, [PII]?
[CUSTOMER][NEUTRAL] Yeah, it's going to be.
[CUSTOMER][NEUTRAL] 56,094,744,900.
[AGENT][NEUTRAL] OK, thank you, but [PII], that is not a policy number for our company. What company were you trying to reach?
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Oh, it's the UFC Oxford.
[AGENT][NEUTRAL] I'm sorry, what did you say?
[CUSTOMER][NEUTRAL] The UHC Oxford.
[AGENT][NEUTRAL] OK, so you have called the wrong company, [PII].
[AGENT][NEUTRAL] I am not with UHC Oxford.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][POSITIVE] Um, OK. Thank you so much. I'll be calling again.
[AGENT][NEUTRAL] OK. All right, well, is there anything else that I could try and help you with?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Uh no, [PII], there's nothing more. Thank you so much.
[AGENT][POSITIVE] OK, [PII], well, you're very welcome and thank you for calling APL. I hope that you have a nice day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yes, ma'am. Bye bye.