AccountId: 011433970860
ContactId: 2a8d1596-1229-4ecc-8c7d-935b471f577e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180839 ms
Total Talk Time (AGENT): 84032 ms
Total Talk Time (CUSTOMER): 51040 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/2a8d1596-1229-4ecc-8c7d-935b471f577e_20250606T17:26_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. Last name initially [PII] calling from provider office.
[AGENT][POSITIVE] Hi, [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] I have a question for that person. I need the group number.
[AGENT][NEUTRAL] You're needing only a group number for a member, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you with that. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and the member's policy number please?
[CUSTOMER][NEUTRAL] 02581461 M. for Mary L for Lima 8.
[AGENT][NEUTRAL] OK, thank you. One moment, [PII].
[AGENT][NEUTRAL] And [PII], any information that I may provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, the patient's name is uh [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you. So the group number for this number is 16484.
[CUSTOMER][NEUTRAL] OK, thank you. So the group number is 16484.
[AGENT][NEUTRAL] That is correct. And [PII], are you going to be submitting a claim to us for review?
[CUSTOMER][NEUTRAL] The mm.
[CUSTOMER][NEUTRAL] No, uh, this is for billing purpose. We need, we need for the patient in updated information.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and the reason I was asking if a claim was being filed is because if it is, we would also have to receive a copy of the primary insurance company's explanation of benefits.
[AGENT][NEUTRAL] Along with any claim on this policy for review.
[CUSTOMER][NEUTRAL] I don't have that information right now.
[AGENT][NEUTRAL] But you
[AGENT][NEUTRAL] OK, alright, and again if you all do file a claim with us for her now that you're have you have all of your information once the claim is processed, we do have a portal in which they should also be able to check claim status for this member at [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] And thank you for the information. Have a good day. Bye-bye. Happy weekends.
[AGENT][POSITIVE] Yes, I hope you have a good uh happy weekend to you too, [PII]. And if that's all I can help you with, thank you again for calling APL.
[CUSTOMER][NEUTRAL] Bye bye
[AGENT][NEUTRAL] Bye-bye.