AccountId: 011433970860
ContactId: 1fca836a-b131-4bbb-bf9d-b85b270f6b41
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 477380 ms
Total Talk Time (AGENT): 116820 ms
Total Talk Time (CUSTOMER): 209815 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/1fca836a-b131-4bbb-bf9d-b85b270f6b41_20250430T18:18_UTC.wav
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[AGENT][NEUTRAL] For contacting APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. My name is [PII], and I was calling in from Ohio Health Physicians Group and I was actually checking with regards to uh status of a claim for a medical claim.
[AGENT][POSITIVE] Yes, I can help with the claim, and I'm sorry, I didn't catch your name. I apologize.
[CUSTOMER][NEUTRAL] Yeah, sure, uh, my name is [PII].
[AGENT][NEUTRAL] [PII], thank you. What's that policy number that we're looking at today, [PII]?
[CUSTOMER][NEUTRAL] Uh yes, please. That's D as in David, 433.
[CUSTOMER][NEUTRAL] 01848.
[AGENT][NEUTRAL] OK. Let's see if we can find it by their name. Um, how do you spell the, uh, patient's last name, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, thank you, and their first name, please?
[CUSTOMER][NEUTRAL] Uh, it's [PII]
[AGENT][NEUTRAL] OK, I appreciate that. Thank you. Well, I'm looking that up, is, is there's a callback number I could have in the event that we're disconnected? Oh, and I, I'm sorry, I also need [PII]'s date of birth, please. I do apologize.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Uh, uh, yeah.
[CUSTOMER][NEUTRAL] Yeah, sure. Uh, that's [PII].
[AGENT][NEUTRAL] OK, thank you. And then uh there's a callback number I can have, please?
[CUSTOMER][NEUTRAL] Uh yes, please. That's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Right, let's see if I can find her here.
[AGENT][NEUTRAL] OK, so just checking.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I don't have a um [PII] um I don't know how to spell her name. [PII] with the date of birth, [PII]. Um it's not coming up in my system. Is there anyone else that uh that could be on this policy that maybe we could look up their name or maybe a social security number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, let me just check because I do have an ID card here. Let me just check to see. Do you have any additional information on that.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Uh, it gives me the, uh, employee, uh, name here.
[CUSTOMER][NEUTRAL] Uh, which says, uh, [PII]. That's what it has here.
[CUSTOMER][NEUTRAL] Uh, can I give you that?
[AGENT][NEUTRAL] OK, and that's, that is the, the name of the insured?
[CUSTOMER][NEUTRAL] Uh, it says employee name.
[AGENT][NEUTRAL] The employee, OK, [PII] and how do you spell the last name, please?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me see if I can't find that in our system. And what is her date of birth?
[CUSTOMER][NEUTRAL] Uh let me just check on that. Uh, just bear with me for one quick moment please.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's having actually the same date of birth here. But uh let me just quickly verify on another side just to see if I do have any updated information here. If you could bear with me for one moment, please. I'm just trying to uh pull up that information here.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] I'm older.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, I'm actually not showing up, uh, the date of birth here. It's only just the, uh, dependent, uh, uh, that's the family, uh, one of the family members, which is [PII] you on that.
[CUSTOMER][NEUTRAL] But uh you won't be able to look that up uh unless I give you a date of birth, right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, no, I, I, um, I only have one [PII], um, that, uh, that, that, and this is a very old policy, but there's no, uh, [PII] with her with that policy. So I, I don't believe I've got her in our system. It doesn't look like it, uh, either one of those two people in our system.
[CUSTOMER][NEUTRAL] 0.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All righty.
[AGENT][NEUTRAL] Now, are these the only two people that we're looking for [PII]?
[CUSTOMER][NEUTRAL] Uh, I'll try and reach out to the member to get.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh, yes, uh, that's, that's the only, uh, information that I'm having here because, uh, I have the patient who was [PII] and the employee name which is on the card, uh, that I just gave you, uh, and I don't have anything else here listed on file.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, OK. Well, I'm sorry I wasn't able to find it.
[CUSTOMER][NEUTRAL] So I guess I would need to actually uh reach out.
[CUSTOMER][NEUTRAL] OK. Yeah, cause, uh, this one as well, um, it says that, uh, you know, uh, we're not able to find this patient, uh, on our records. So we just need to uh check with them because that's the only two information uh that I'm having. And I think, uh, the [PII] is her last name that I.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That I'm having here because I have one of the forms which says that the patient's name is uh uh the last name is [PII], which is [PII]
[CUSTOMER][NEUTRAL] And the first name is [PII].
[CUSTOMER][NEUTRAL] And then I also have, uh, uh, yes, that's the only information that I'm having here.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Well, let me check one other place here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] Um, yeah, I ju[PII] don't have anybody with that name, with that, with that, uh, date of birth.
[CUSTOMER][NEUTRAL] OK, alrighty then, uh, that's the only thing that I could do to reach out to them and uh we go from there. Thank you so much though and is there any reference number that I could hold for the call?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, my name is [PII], and the first letter of my last name is [PII]. We'll use that today's date as our reference.
[CUSTOMER][POSITIVE] All righty. All right then, [PII]. Thank you so much. Hope you have yourself a wonderful rest of your day and stay safe as well too. Thank you so much. Bye-bye.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thanks for contacting AT I'll be.