AccountId: 011433970860
ContactId: 33d161fb-0765-4ab3-a772-6e760187e5cb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156479 ms
Total Talk Time (AGENT): 70271 ms
Total Talk Time (CUSTOMER): 63202 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/33d161fb-0765-4ab3-a772-6e760187e5cb_20250402T17:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII] and I'm calling from the provider's office. Um, I'm just wanting to check on a policy. The patient gave me a card, but it's kind of faded, so I can't really read the number.
[AGENT][POSITIVE] OK, we can definitely check on that [PII]. What do you have? We can search by name or do you wanna try and give me the number?
[CUSTOMER][NEUTRAL] Um, I, I can give you, let's see, we don't have a social there. Do you wanna try by name?
[AGENT][NEUTRAL] Yeah, we can definitely try by name. What's the last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, first name.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEGATIVE] I can get like the first few numbers that's the last one and I even tried like the website and I couldn't come up with anything.
[AGENT][NEUTRAL] All right, let's see.
[AGENT][NEUTRAL] Uh, what is the patient's date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, so patient does have an active plan. The policy number should be 014.
[AGENT][NEUTRAL] 93374.
[CUSTOMER][NEUTRAL] 74, when is the active date on that, Sarah?
[AGENT][NEUTRAL] Uh, the effective date on this is [PII].
[CUSTOMER][NEUTRAL] Oh, and it's still active?
[AGENT][NEUTRAL] Mhm. Still active, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see, and I think his cards, so the web TPA, the PO box. Oh his cards kind of faded 999906.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see, claims go yeah web TPA PO box 99906.
[CUSTOMER][NEUTRAL] Is that the right PO box?
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And that's in [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Zip code is [PII].
[AGENT][NEUTRAL] And then I can give you the payer ID too if you need that.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Is that the 75261?
[AGENT][NEUTRAL] Uh yes, ma'am. Uh-huh, correct.
[CUSTOMER][POSITIVE] Is that right? OK, perfect, perfect. Hey, OK, I'll go ahead and get this loaded. Is there timely on on claims for this policy?
[AGENT][NEUTRAL] Yep.
[AGENT][NEGATIVE] Nope, no timely finally.
[CUSTOMER][POSITIVE] No, thank you so much for your information. I appreciate it.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][POSITIVE] You too thank you.