AccountId: 011433970860
ContactId: 33717fc4-7066-4af3-8a32-8d7fb6f11522
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 331299 ms
Total Talk Time (AGENT): 109262 ms
Total Talk Time (CUSTOMER): 77055 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/33717fc4-7066-4af3-8a32-8d7fb6f11522_20250127T17:47_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, hi, my name is [PII] calling from the provider's office regarding claims.
[AGENT][NEUTRAL] OK, sure. I can assist you with claims. I'm sorry, I didn't quite catch your name. Can you repeat your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number, Miss?
[CUSTOMER][NEUTRAL] Yeah, 0. 1475614 M as in Mary, L as in Lima, 8.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Can you verify the date of birth one more time?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm. One moment.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Contention though?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes, I cannot find that member listed um.
[AGENT][NEUTRAL] You said [PII] and I'm looking at the old policies and see if he's listed on, on the other ones. OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I did find one. Hopefully it's gonna be under this one. what is the date of service?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I did not find a claim for [PII] for this member.
[CUSTOMER][NEUTRAL] OK, and it was submitted via mailing address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEGATIVE] That is an incorrect address.
[CUSTOMER][NEUTRAL] On
[AGENT][NEUTRAL] That's not our address.
[CUSTOMER][NEGATIVE] Incorrect address?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes. Now, um, what, for what I'm seeing here, Mr. [PII], he doesn't have an active policy for that period of time. Uh, the last policy I, I found for [PII], um, was
[AGENT][NEUTRAL] Effective from [PII], and there's no other policies after this one.
[CUSTOMER][NEUTRAL] Any
[CUSTOMER][NEUTRAL] Not that you. OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK. Can you please repeat your name?
[AGENT][NEUTRAL] Sure. My name is [PII]. That's [PII]. Last initial is [PII].
[CUSTOMER][NEUTRAL] OK. Member policy is inactive and no other policy found active after [PII], right?
[AGENT][NEUTRAL] Correct. There's no other policies available for this number with us.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] And please provide me the reference number.
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's date if you will.
[CUSTOMER][POSITIVE] OK, got it. Thanks for the information. Have a good day. Bye bye.
[AGENT][POSITIVE] You're welcome. You as well, and thank you for calling APL. Bye-bye, Mr. [PII].
[CUSTOMER][NEUTRAL] Uh, just a moment, just a moment, but this is going to.
[AGENT][NEUTRAL] Sure, yes. Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, OK. Yeah, that's all I have. Thanks for the information.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome. Have a good afternoon. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you.