AccountId: 011433970860
ContactId: 2a66aa83-2409-4ae7-8307-e1246d14a486
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 346250 ms
Total Talk Time (AGENT): 104939 ms
Total Talk Time (CUSTOMER): 108539 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/2a66aa83-2409-4ae7-8307-e1246d14a486_20250502T14:14_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII] calling from provider's office looking for patient bill status.
[AGENT][NEUTRAL] OK, so you're calling for a claim status?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] The policy number is AV 0709764.
[AGENT][NEUTRAL] Uh, it's not one of our policy numbers. Do you have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The patient's name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And what was that first name again?
[CUSTOMER][NEUTRAL] And the last name is [PII], and the first name is [PII].
[AGENT][NEUTRAL] OK, spell the last name for me, please?
[CUSTOMER][NEUTRAL] Yeah, this is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah. It's [PII].
[AGENT][POSITIVE] OK, thank you. Give me one moment, please.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And you said the last name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, don't show that person in our system. Do you have their social or a copy of their card in front of you?
[CUSTOMER][NEUTRAL] Yeah, I have the copy of that card.
[AGENT][NEUTRAL] OK, do you see the policy number or policy certificate number? May start with a 01 or 02.
[CUSTOMER][NEUTRAL] Mm, no.
[CUSTOMER][NEUTRAL] It's mentioned there partners care.
[AGENT][NEUTRAL] OK. Are you showing on the card APL?
[CUSTOMER][NEUTRAL] The insurance to call and confirm the benefits.
[AGENT][NEUTRAL] Do you show on the card APL?
[CUSTOMER][NEUTRAL] A P L
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, it's not mentioned.
[AGENT][NEUTRAL] Well, it should be probably the biggest thing that's on the card because it it would be from our company. I don't show this patient in the system, so I'm wondering if that card you have is with another company.
[CUSTOMER][NEUTRAL] Uh, it's mentioned their partners care.
[AGENT][NEUTRAL] Uh, it's not our company. Our company is APL.
[CUSTOMER][NEUTRAL] And the number is 805.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] And then, and just, just confirm the number, [PII].
[CUSTOMER][NEUTRAL] 3700.
[AGENT][NEUTRAL] You talking about is our phone number? No, sir.
[AGENT][NEUTRAL] Our number is [PII].
[CUSTOMER][NEUTRAL] OK. Can you transfer my call to uh or to that department, to that insurance?
[AGENT][NEUTRAL] No, sir, because I don't even know who they are. You will have to contact that number.
[CUSTOMER][NEUTRAL] I do contact. I'm right now I'm calling on that number and someone picked up my call and they transferred it second time to ABH.
[AGENT][NEUTRAL] Uh, it's our company is APL, not APH, uh, and I'm not sure who transfer you, but I don't show this patient in our system, so you need to get back with that patient.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Verify who their insurance is with.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] All right, you're welcome. And is there anything else I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] 0
[CUSTOMER][POSITIVE] Mm, no, I'm done for now. Thank you so much for your assistance.
[AGENT][POSITIVE] OK, well I, you're welcome. Thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Have a great day.
[AGENT][NEUTRAL] Mhm. Bye.
[CUSTOMER][NEUTRAL] Bye-bye.