AccountId: 011433970860
ContactId: 3318e93d-4b0d-4a1b-ab96-1ed12cf0f78e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193169 ms
Total Talk Time (AGENT): 51610 ms
Total Talk Time (CUSTOMER): 87447 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/3318e93d-4b0d-4a1b-ab96-1ed12cf0f78e_20250220T21:05_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. My last initial is [PII]. Call on behalf of provider's office to check the claim status. And your name is [PII], uh spells like [PII]
[AGENT][NEUTRAL] [PII] last initial [PII] and [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] 8384.
[CUSTOMER][NEUTRAL] 970
[CUSTOMER][NEUTRAL] 40.
[AGENT][NEUTRAL] Uh, it's not one of our policy numbers. What is the patient's name, date of birth?
[CUSTOMER][NEUTRAL] One sec, let me check one second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, the patient, uh,
[CUSTOMER][NEUTRAL] Name is
[CUSTOMER][NEUTRAL] Uh spells like uh [PII] [PII].
[CUSTOMER][NEUTRAL] And the last name spells like uh [PII] [PII].
[CUSTOMER][NEUTRAL] And the date of birth, [PII].
[AGENT][NEUTRAL] OK, thank you. One moment. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] I do not show that patient in our system. Do you have a copy of their card in front of you?
[CUSTOMER][NEUTRAL] Uh, no, we don't have the copy of that.
[AGENT][NEUTRAL] OK, I will say contact that patient because I'm not, I'm not showing them in our system.
[CUSTOMER][NEUTRAL] Uh, can you please tell your, uh, PO box address?
[AGENT][NEUTRAL] Why? If they're not in our system, why submit a claim when they're not in the system?
[CUSTOMER][NEUTRAL] Yeah, it's
[CUSTOMER][NEUTRAL] I'm just rechecking whether whether we submitted to correct uh insurance or not uh correct uh address or not.
[AGENT][NEUTRAL] What address was it sent to?
[CUSTOMER][NEUTRAL] Uh, it was 2.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, it's not our company our company. So I would say contact that patient to verify who they have insurance with.
[CUSTOMER][NEUTRAL] Yeah, OK. Can I get the call reference number?
[AGENT][NEUTRAL] Uh, we don't give reference numbers. You may use my name in today's date.
[CUSTOMER][POSITIVE] OK, [PII]. I think that's it from my end. Thank you for assisting me.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Yeah, bye bye.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I