AccountId: 011433970860
ContactId: 1aa2517a-db6e-42a4-b4aa-aea89392f4cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 384700 ms
Total Talk Time (AGENT): 149456 ms
Total Talk Time (CUSTOMER): 98893 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/1aa2517a-db6e-42a4-b4aa-aea89392f4cf_20250212T13:33_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], this is [PII] from the University of Texas Medical Center.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] How can I help you today, [PII]?
[CUSTOMER][NEUTRAL] And did you have um.
[CUSTOMER][NEUTRAL] I'm calling today in regards to a check that was reissued or was sent to a reissue, uh, and I wanted to get any update that you have on it.
[AGENT][NEUTRAL] OK, so we were, is this regarding a claim payment that we issued?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and have you previously called on this check, [PII]?
[CUSTOMER][NEUTRAL] Yes, we have.
[AGENT][POSITIVE] Yes, I can help you with this, and what is your callback number?
[CUSTOMER][NEUTRAL] It is going to be [PII], no extension. Yes sir, may I get your name again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Got it thank you.
[AGENT][NEUTRAL] Welcome. And [PII], what is the member's policy number?
[CUSTOMER][NEUTRAL] Uh, it is 02079001.
[AGENT][POSITIVE] OK, thank you one moment please.
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] And any information that I provide for you would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][POSITIVE] Perfect, thank you so much. Patient's name is going to be [PII], born on [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And the date of service and total bill amount?
[CUSTOMER][NEUTRAL] Data service is going to be [PII] amount 359.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] Just one moment.
[AGENT][NEUTRAL] OK, give me a moment. I need to look at a few notes on this policy please.
[CUSTOMER][NEUTRAL] OK, no rush.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so what I'm going to do is I'm gonna transfer you over to um the claims because I can see that the requests have been made.
[AGENT][NEUTRAL] Um, on this.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Give me just one moment.
[AGENT][NEUTRAL] To verify, OK, so let me.
[AGENT][NEUTRAL] Uh, give me just a moment.
[AGENT][NEUTRAL] OK, so I do see where this check was voided.
[AGENT][NEUTRAL] Um, this member was not active for the state of service.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] So give me just, give me just a moment to see when that date was OK?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] I want to verify the change in the coverage, so just one moment.
[AGENT][NEUTRAL] OK, so on this policy, [PII],
[AGENT][NEUTRAL] This coverage changed.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And as of [PII], it was for it was changed over to.
[AGENT][NEUTRAL] The subscriber only.
[AGENT][NEUTRAL] So she, the child was not active on this supplemental policy for your data service.
[CUSTOMER][POSITIVE] Got it. Thank you so much.
[AGENT][POSITIVE] Yes, ma'am. Yes, I rather. I'm sorry, ma'am, and I didn't mean to say that. I'm so sorry, [PII].
[CUSTOMER][NEUTRAL] And may I have the
[CUSTOMER][POSITIVE] Perfect. And um do you have the original effective date of the policy for the, for the patient in this case, the child?
[AGENT][NEUTRAL] The original effective date on this policy.
[AGENT][NEUTRAL] Was [PII].
[CUSTOMER][POSITIVE] Perfect. So the um
[CUSTOMER][NEUTRAL] Child [PII] was active from [PII], right?
[AGENT][NEUTRAL] Well, yes, technically [PII], but yes.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And the coverage changed to individual only [PII] mhm.
[CUSTOMER][NEUTRAL] Oh, OK, yeah, makes sense.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Well, those will be.
[CUSTOMER][NEUTRAL] No, thank you so much and uh may I have a reference number for for the call?
[AGENT][NEUTRAL] Yes, 2BG is my name that I gave you, [PII], along with today's date, and if you were not already given our portal website, should you need a copy of the explanation of benefits so that data or you may go to our portal. It's [PII].
[CUSTOMER][POSITIVE] Perfect, thank you so much for that and.
[AGENT][POSITIVE] Well, you are very welcome.
[CUSTOMER][POSITIVE] Mhm thank you. No further question, my side, so thank you. Have a nice week, OK.
[AGENT][POSITIVE] I hope you have a great week too, [PII] and thank you again for calling APL.
[CUSTOMER][POSITIVE] Mm thank you take care OK bye bye.
[AGENT][POSITIVE] Alright, you're welcome