AccountId: 011433970860
ContactId: 39665e9c-b746-437a-893c-e0ebea336fe4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 437100 ms
Total Talk Time (AGENT): 178019 ms
Total Talk Time (CUSTOMER): 214234 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/39665e9c-b746-437a-893c-e0ebea336fe4_20250128T20:01_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, good afternoon, [PII]. My name is [PII], and I'm calling from my provider's office to check um payment status.
[AGENT][POSITIVE] OK, well, I can definitely help you with the claim status. And may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you for that. And [PII], just for my notes, can you spell your name for me, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, [PII], OK. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] It's um 025419336. M as in Mary, L as in Lima, number 7.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that was 25419336?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] The policy number was it 25419336 or just 13?
[CUSTOMER][NEUTRAL] 23 and 0 at the beginning. And 0 at the beginning.
[AGENT][NEUTRAL] OK, that's
[CUSTOMER][NEUTRAL] Let me repeat it. Do you get it, or?
[AGENT][NEUTRAL] Yeah, you can repeat it because that's too many numbers.
[CUSTOMER][NEUTRAL] OK, it's um 02541 9.
[CUSTOMER][NEUTRAL] 336.
[CUSTOMER][NEUTRAL] M as in Mary, L as in Lima, number 7.
[CUSTOMER][NEUTRAL] They, they think the wrong one.
[CUSTOMER][NEUTRAL] You don't know it's this one, not that one, yeah.
[AGENT][NEUTRAL] And what's the member's first and last name?
[CUSTOMER][NEUTRAL] Um, her name is [PII]. Last name is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Last name [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, [PII], OK, hold on one second.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Because that
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] That policy number is bringing up, it's too many.
[AGENT][NEGATIVE] It's not, it's giving me an error. Do you have that, that card that you have says APL on it?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Alright, it is a one. Let me see. 0341. Yeah, you know what, no, they entered their own information this regard we, we're gonna reveal it again.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, you sure?
[CUSTOMER][NEUTRAL] Totally different, yes.
[CUSTOMER][NEUTRAL] Because the correct one, let me see if I give you the correct member ID. I don't know if you will be able to find that claim it's um 02419336 M as in Mary, L Lima number 8.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hold on one second.
[CUSTOMER][NEUTRAL] I put it on I put it on.
[AGENT][NEUTRAL] OK, here we go. And then can you verify her date of birth for me?
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[AGENT][NEUTRAL] Alright, and thank you so much for verifying her information and what was the data service you wanted me to check for the claim?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] What? It was for [PII]. And the charge amount is $1,149.00.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] huh.
[AGENT][NEUTRAL] And just for the call, all the information provided is a verification of benefits, not a guarantee of payment. So I'm actually, I'll check this policy number that you gave me, but she actually
[AGENT][NEUTRAL] has an active policy, um.
[AGENT][NEUTRAL] Because the policy number that you gave you the policy number that's working now turned on [PII], but there is an active one, so I'm getting ready to pull that up and check the date for you.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] OK, so the one that that I gave you, um, it terminated on October?
[AGENT][NEUTRAL] The 241-933-6 was active from [PII]. And then this one here um that I'm getting ready to check, that one has been active since [PII] and it's still active.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK. Yeah, if you can provide me with a new policy.
[AGENT][NEUTRAL] Sure, hold on one moment. I'm just getting ready to check it and make sure she's still on it. Um, hold on one second.
[CUSTOMER][NEUTRAL] Please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] The one for him to work.
[CUSTOMER][NEUTRAL] You say you can look up insurance.
[CUSTOMER][NEUTRAL] He
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, so the new policy number is 255.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 64.
[AGENT][NEUTRAL] 40.
[CUSTOMER][NEUTRAL] 25,564,440.
[AGENT][NEUTRAL] Yes, that's the active policy number.
[CUSTOMER][NEUTRAL] And it's still on the IPL?
[AGENT][NEUTRAL] Yes, this is APL.
[CUSTOMER][NEUTRAL] OK. And may I have the group number? Mm.
[AGENT][NEUTRAL] Sure, hold on one moment.
[AGENT][NEUTRAL] The group number is 80094.
[CUSTOMER][POSITIVE] 80094. OK, perfect. Thank you very much for your help.
[AGENT][NEUTRAL] You're very welcome, and there is no claim on file for [PII] for um [PII].
[CUSTOMER][NEUTRAL] That policy that you gave me, it doesn't have like a letter, don't have letters, just numbers?
[AGENT][NEUTRAL] The letters are only on the card so that you can decipher between inpatient and outpatient, but that number is the same. It's that's the policy number, so you don't have to put the letters.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So for example if I want to use the um outpatient one.
[AGENT][NEUTRAL] The number
[CUSTOMER][NEUTRAL] Which number at the end do I use?
[AGENT][NEUTRAL] The numbers are the same. That is more so for like the provider, but the number is the same, that number is the policy number.
[CUSTOMER][NEUTRAL] I want my.
[AGENT][NEUTRAL] So you don't have to put an ML 7 or 8. That's just for like if they present the card to a provider and they're impatient, they could use that.
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, perfect. Thank you very much for your help.
[AGENT][POSITIVE] You're very welcome. Was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] We thank you.
[AGENT][POSITIVE] Alright, thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] Yeah.