AccountId: 011433970860
ContactId: 1cd40aa6-4c6c-42e0-9891-a2c9de0cc3d0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 327230 ms
Total Talk Time (AGENT): 106976 ms
Total Talk Time (CUSTOMER): 175520 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/1cd40aa6-4c6c-42e0-9891-a2c9de0cc3d0_20250228T13:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][POSITIVE] Thank you for calling
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII].
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] calling for United Health Center of the San Jaquen Valley. Please note that this call is being recorded and monitored for quality and training purposes. I'm calling to check on a claim status, [PII].
[AGENT][NEUTRAL] I can help you. [PII], what's the policy number and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, the policy number is A as in Alpha, V as in Victor 0678606.
[AGENT][NEUTRAL] OK, I think I just spoke with you, [PII].
[CUSTOMER][NEUTRAL] And the callback number would be.
[AGENT][NEUTRAL] I think I just spoke with you. That's not one of our policy numbers.
[CUSTOMER][POSITIVE] All right, fine. When I tried to reach the uh call got connected once again, the call got diverted to you itself, [PII]. I'm so, so, so sorry about that.
[AGENT][NEUTRAL] Give me, give me that phone number again. I'm gonna dial it. What you gave me was it area code [PII]?
[CUSTOMER][POSITIVE] Uh, yes, if you can help me with the correct number to contact, uh, that would be great.
[AGENT][NEUTRAL] I don't know the number to the insurance company, but I do want to at least dial the number that you dialed and you said that it's switching it over to American Public Life, so can you give me the number that you dialed?
[CUSTOMER][NEUTRAL] Uh, yes, I have dialed [PII].
[AGENT][NEUTRAL] Now you said that you called another number and it switched you to our number. What was the initial phone number that you dialed?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] On the car from the card.
[CUSTOMER][NEUTRAL] Uh, initially I have dialed. Yes, I can help you with that number. Just a moment. I dialed [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me 1 2nd, OK?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Para espanol precis.
[AGENT][NEUTRAL] OK, the number that you're calling is the patient's employer that's not the insurance company, so you may need to reach out to the patient to confirm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] The correct number is there a num is there a what information is on the card that you have? Can you read it from top to bottom?
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] um.
[CUSTOMER][NEUTRAL] Uh, sure. The card has the information that uh the company name is Partners and it's uh uh it's a part of SNS Health, uh, health, uh healthcare strategies. PHCS, name of the member would be [PII] and the last name is [PII]. The member ID card number which I have already given you AV 0678606.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The network is a PPO and the group name is partner's personal effective date just a moment.
[AGENT][NEUTRAL] You said the name of the group is partners?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What was the second word?
[CUSTOMER][NEUTRAL] Oh, just a moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, yeah, I just, uh, tell me uh the group of the, um, group's name is partners.
[AGENT][NEUTRAL] OK, and you said the patient's last name is [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Spell the first name for me, please.
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] Give me a second, let me see if I can search under that, find something under the name.
[AGENT][NEUTRAL] On that card that you have, does it say benefits in a card anywhere?
[CUSTOMER][POSITIVE] I appreciate it. Yes.
[CUSTOMER][NEUTRAL] Oh, just a moment let me check for that.
[CUSTOMER][NEGATIVE] No, I could not find any benefit details in the car.
[AGENT][NEUTRAL] Because the phone number that you gave me, that's what it says benefits in a card.
[AGENT][NEUTRAL] But I don't show anyone under the name.
[AGENT][NEUTRAL] That you, that you gave me.
[CUSTOMER][NEUTRAL] OK, but, uh, I have other details like the contact numbers RX group ID, bin ID effective date, all those details, pharmacy number and.
[AGENT][NEUTRAL] 00.
[AGENT][NEUTRAL] Does it give the name of the pharmacy carrier on the card?
[CUSTOMER][NEUTRAL] Pharmacy benefit dimensions.
[AGENT][NEUTRAL] Yeah, I'm thinking that's a different insurance company, [PII]. It's not a um one with American Public Life, so you may wanna reach out. Are you able to reach out to the patient to verify?
[CUSTOMER][POSITIVE] Uh, sure, I can do that. Thank you, uh, [PII], for assisting me with lots of patience and, uh, appreciate it. Uh, thank you for your assistance.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] You're welcome. Any
[AGENT][NEUTRAL] Anything else?
[CUSTOMER][POSITIVE] And, uh, that's all about. Thank you for your assistance. Have a nice day.
[AGENT][NEUTRAL] All right
[AGENT][POSITIVE] Uh, OK, [PII], thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too.