AccountId: 011433970860
ContactId: 23087580-e1e6-4e97-a23e-ff79af888bf0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 395040 ms
Total Talk Time (AGENT): 146332 ms
Total Talk Time (CUSTOMER): 103584 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/23087580-e1e6-4e97-a23e-ff79af888bf0_20250324T13:56_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] Hi, hi [PII], this is [PII] with Blue Ocean Dermatology. I'm calling to see if I can get a
[CUSTOMER][NEUTRAL] ID number for a patient's insurance. Can I get the first initial of your last name?
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Yes and yours?
[CUSTOMER][NEUTRAL] Is it [PII] or [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you and mine is [PII].
[CUSTOMER][NEUTRAL] Oh [PII]
[AGENT][NEUTRAL] Thank you. And so you're needing to get a policy number for a member, is that correct, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you with that. And what is your callback?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And to look up the men from, uh, do you happen to have their full social?
[CUSTOMER][NEUTRAL] Uh, let me see what I have. I'm not sure if I.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I don't have a social. I have her date of birth.
[AGENT][NEUTRAL] Um, I can't search by date of birth, [PII]. Uh, what is the, I can try by the name?
[CUSTOMER][NEUTRAL] She didn't
[AGENT][NEUTRAL] Depending on if it's a very common. What's the last name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] She did not give us her social.
[AGENT][NEUTRAL] And is it [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] OK. Let me see if I can locate um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] With, with just the name.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's still searching on a common name. It may take us a few minutes.
[CUSTOMER][POSITIVE] That's all right I appreciate you looking.
[AGENT][POSITIVE] You're welcome. Sure.
[CUSTOMER][POSITIVE] Good morning
[CUSTOMER][NEUTRAL] you
[AGENT][NEUTRAL] And it's still searching.
[CUSTOMER][NEUTRAL] OK, no worries. I have a, well, I'm just looking for the ID number because what we have in there is the payer ID number in there for the actual patient's ID number.
[CUSTOMER][NEUTRAL] And I know that's not.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you said her middle initial is [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What state does she live in?
[CUSTOMER][NEUTRAL] Uh, I'm gonna say [PII], or let me look and make sure it's [PII].
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] OK, I may have located her. What is the date of birth?
[AGENT][NEUTRAL] Now.
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[AGENT][NEUTRAL] OK, so I have located her policy and her policy number, [PII] is going to be 02.
[AGENT][NEUTRAL] 330383.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And if you all are going to be filing a claim with us for her, make sure to send a copy of the primary insurance company's explanation of benefits also because we do have to have that for review and then we do have a portal, [PII], that once we have processed the claim, you should be able to check claim status in and our website for the portal is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] OK, and then um what's the claims claims address?
[AGENT][NEUTRAL] So then that's, mhm.
[AGENT][NEUTRAL] [PII] 248,950.
[AGENT][NEUTRAL] That's in [PII] City, [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[AGENT][NEUTRAL] 0.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, thank you. And can I get an uh reference number?
[AGENT][NEUTRAL] Yes ma'am, you would use my name along with today's date.
[AGENT][POSITIVE] And is there anything else that I can help you with? Oh, you're welcome, [PII]. Can I help you with anything else?
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] Um, no, ma'am, that's it. I appreciate it so much.
[AGENT][POSITIVE] OK. Well, you are certainly very welcome. And thank you again for calling [PII]. I hope you have a great day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.